IT Technician

Location: Walsall, West Midlands

Salary: £30,264 - £32,760 per annum plus excellent benefits

The Vacancy

Contract: Full Time, Permanent, 37 hours per week

Closing Date: 2 April 2024

Interview Date: 11/12/15 April 2024

We have an exciting opportunity for a IT Technician to join our IT team. In this role, you will be responsible for supporting IT systems, providing technical project resource and delivering support elements of the ITIL ITSM framework.

Main job responsibilities:

• Provide 1st and 2nd line application and hardware support for all whg core IT systems, including user management, system upgrades, patching, releases and fault resolution.

• On a rota basis, ensure that effective queue management activities are undertaken such as resolving quick fixes, allocating more complex tickets to IT Technician queues ensuring ticket allocation is fairly and evenly distributed.

• Ensure incidents are resolved by priority within agreed SLAs as well as logged in the IT Service Management (ITSM) tool, liaising with 3rd party service desk providers by assigning calls to team members and chasing through open calls within the team and with suppliers.

• Work as part of a support team to manage whg mobile devices in conjunction with service desk and device suppliers, including maintaining asset lists and reports and packaging and deploying applications such as MDM.

• Undertake floor walker responsibilities at various whg sites, fixing issues at first point of contact where a quick fix is identified.

• Join virtual project teams to provide technical project support as identified by individual projects including proactively leading on hand over to support, producing documentation and updating knowledge library where required.

• Adhere to established ITIL processes including Incident, Service request, Problem, Change, Knowledge and Asset Management across the wider IT team.

We're looking for someone who has:

• Significant experience of working in an IT Service Desk environment

• Excellent communication and interpersonal skills

• Excellent understanding of Customer Service

• Excellent problem-solving skills

• An up to date knowledge of IT industry and support trends

• High levels of professionalism and integrity

• High levels of resilience and the ability to work under pressure, demonstrating sound organisational and planning skills

What's in it for you?

In return, you will receive a competitive salary, 27 days annual leave (plus Christmas shut down), a defined benefit pension scheme, health cash plan, a range of shopping and leisure discounts.

We are output focused and flexible and believe in giving colleagues the right balance of autonomy and support to enable them to work to their full potential. Despite the high expectation for performance and delivery, we are committed to ensuring colleagues have a healthy work-life balance and able to work in agile ways which support them.

About us

Our People Strategy presents a clear picture of how we will achieve our Corporate Plan aim, Be an exceptional place to work that attracts, develops and retains talent'. The Strategy focuses on three key themes that help us support our colleagues to make a difference to our customers, the communities we serve and to themselves.

It is important to us that we have a diverse workforce, representative of the communities we serve. Equality, diversity and inclusion (EDI) to us means colleagues living our values, dedicated to doing the right thing and exercising good judgement. This will encourage a culture where all can thrive, acknowledging that everyone is different; what matters to us is that everyone can come to work and feel comfortable to be themselves.

We are proud to be accredited as a Disability Confident Employer and ensure that disabled people and those with long term health conditions have the opportunity to fulfil their potential and realise their aspirations while working with us. We want to make it clear that we welcome disabled applicants for all our roles. If in doubt look out for the Disability Confident logo.

We will ensure that our recruitment process is inclusive and accessible, and we will interview applicants with a disability if they meet the essential criteria for a role. We will also support existing colleagues with a disability or long-term health condition enabling them to stay in work, making reasonable adjustments if necessary.