Roles and Responsibilities
- To provide 1st & 2nd Line Support to the NWS user base, by managing and responding to incoming incidents and requests
- Provide a resilient support and coordination service to the NWS business for incidents, request. Escalations, advice, and guidance.
- Take ownership for device builds and rebuilds ensuring the NWS business receive a high level of service
- Manage escalations on behalf of the NWS User base, ensure effect progress communications
- Provide consistent and timely communications to the NWS user base so everyone is updated on incidents
- Lead on Microsoft 365 applications and the optimisation and in the business, by offering advice and guidance to the business.
- Provide a triage service for 3rd line support with 3rd party suppliers
- Management of the Hardware and Software assets so they are up to date, cross reference against the CMDB monthly
- Manage asset refresh cycles and disposal of old assets
- Manage the business active directory, Azure administration and end point manager.
- Assist with the IT Disaster Recovery arrangements aligned to the Business Continuity plan
- Liaise with 3rd Party support vendors on future requirements and support issues to defined service levels and standards in line with the business plans and strategies
- Meet the agreed Service Level Agreements (SLA’s) between IT and the business
- Ensure Cyber and Information security is always at the forefront of managing support, incidents, and user requests
- Assist with the management, direction, and coordination to all IS&T 3rd party support arrangements for the NWS Business
- Manage and help in the development and continuous improvement to the 3rd party support solutions
- Manage UAT and technical testing where required, ensure all UAT and testing is signed of before acceptance into service.
- Assist in the management of all outsourced operational activities relating to IS&T business applications, Communications, and Infrastructure
- Produce written processes and guidance is put in place to provide support and assistance to the NWS user base for requests, issues, and infrastructure
- Close liaison and interaction with all internal departments, up to Executive and Functional Leads
Experience Required
Essential
- Educated to degree level or equivalent experience.
- Possession of appropriate professional qualification in a relevant discipline (CompTIA A+, Microsoft)
- ITIL Foundation Certificate
- Exceptional Business Stakeholder Management at all levels of the organisation, with effective communication (both verbal and written), and the ability to articulate and simplify Service principles for Business consumption.
- The ideal candidate will be a passionate self-starter with a strong understanding of Microsoft 365 applications
- High level of energy and drive for results - able to prioritise and work with rigour to a high quality.
- Wide knowledge of procedures and methods relevant to the field together with a full understanding of underlying principals
- Ability to hold a UK SC Clearance.
Desirable
- Nuclear sector experience desirable.
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