What you'll be doing:
Support the Service Desk team as an escalation point to ensure a professional level of service in dealing with users and meet IT support SLAs. Support IT Team Lead with ticket triage to ensure tickets are being routed appropriately and given appropriate priority. Lead the team on IT service desk incident responses, coordinating with Infrastructure, Software and Data teams to provide resolutions to the wider Johns Lyng Group staff. This role is also expected to assist in the development and maintenance of ongoing IT Team automations, developing and improving our use of the Atlassian software suite, working alongside developers to provide automated support solutions.
The key responsibilities of the role include:
- Maintain the IT Triage, BAU and Escalations ticket queues to ensure ticket performance metrics are maintained, assisting where necessary to ensure the team can function efficiently.
- Review current processes to identify areas for improvement in the IT automations space, deliver proposals on improvements to the Technology Leadership team, and coordinate with relevant teams to realise these improvements.
- Support the junior IT Team members during stand ups to resolve sticking points quickly.
- Assist with training new starters to the team, promoting development of technical skills and ensure that the IT Team are appropriately skilled and have access to the relevant tools and information to resolve tickets and minimise business impact.
Who you are:
- Minimum 3 years' experience as a Service Desk Support Officer
- Ability to work after hours and weekend when required
- Hands on experience in desktop support in a Windows / M365 / Azure based environment
- Hands on experience in working within large, corporate networked environments.
- Experience in training and mentoring junior IT team members
- Good understanding of computing hardware and strong problem-solving skills with the ability to quickly and accurately troubleshoot technical issues
- Experience with the Google Cloud Platform highly regarded.
Perks of the job:
- A Competitive Salary
- A development plan built around your goals and beyond
- Work in a friendly and supportive environment
- The opportunity to join an organisation with an exciting future
- Stability and job security with an established and respected organisation
- An opportunity to have an impact across the entire business
- A positive and rewarding team culture
- Career progression where great work is recognised and rewarded.
- Discounts on technology, cars, fashion, and leisure
- No city travel and free parking nearby
Please note you will be required to complete a police check as part of the recruitment process
Agency Notice: The Johns Lyng Group do not accept unsolicited resumes or candidate profiles from recruitment agencies. Please do not forward resumes to hiring managers, or any other company employees. JLG are not responsible for any fees related to unsolicited resumes
