IT Service System Engineer
2 days ago
Slough
Job Title: IT Service System Engineer / Onsite Engineer Contract Type: Fixed Term Contract Key Purpose of Division: The mission of the IT Division is to deliver “best-in-class” Digital and IT services to our customers and end-users enabling business growth, and Digital “cost-to-serve” Overall Job Purpose: • Working directly for the IT Service Operations Manager, the System Engineer will provide desktop support for all users., • Act within the ITIL framework across all processes., • Deal with all requests and incidents raised by users in LPUK, including managing hardware requirements. Key Responsibilities: • Support the end-to-end operational service delivery to all LPUK customers and, • users, to ensure quality and consistency of service is provided using best practice, • service management aligned processes and procedures., • Support and facilitate the agreed and appropriate measurement and reporting in, • all aspects of IT Desktop Support, ensuring KPIs and metrics are maintained and, • aligned with ITIL., • Follow the daily operation of the desktop support processes to ensure good, • execution and compliance, identify, and report any incompliance or cross, • technology process improvement initiatives., • Ensure that the appropriate incident and problem notification and escalation, • process and matrices are followed and escalate to a manager where appropriate., • Monitor the daily operation of the desktop support processes to ensure good, • execution and compliance, identify, and report any incompliance or cross, • technology process improvement initiatives., • Support the IT Service Operations Manager to achieve quality service delivery to, • customers and users and to ensure there is suitable business prioritisation of, • incidents and problems. Desirable Education & Technical Ability: • Desktop Support and/or 1st line expertise – ability to support end users directly., • Excellent verbal and written communication skills. Able to communicate clearly, • and appropriately for a range of audiences. Ability to articulate complex issues, • and recommendations., • Excellent organizational and time management skills with the ability to prioritize, • work effectively., • Sound decision making skills and the ability to work under pressure., • A positive proactive approach to maintaining and improving services., • Fluent in business English – written and verbal., • Financial Services’ experience advantageous., • Degree educated or equivalent experience., • ITIL v3 or v4 Foundation., • PRINCE2 Foundation and Practitioner / Agile – Scrum Master desirable., • Full current driving license required., • Flexibility to travel and work at other locations where required., • LeasePlan expects all employees to keep up to date and adhere to LeasePlan, • policies and procedures. Desired Previous Work Experience: • Experience in working in service delivery teams, desktop support teams, and service desk disciplines., • Maintaining, and following ITIL processes., • Maintaining strong and effective relationships with teams, customers, and partners and delivering excellent customer service., • Working with multiple teams and suppliers to resolve incidents and problems., • Monitoring and reporting against agreed SLAs, KPIs and delivering BAU objectives., • Experience in working with offshore service providers., • Experience of influencing and driving change and improvement., • Service Transition expertise – ability to support the transition from project/development into application support/BAU., • Flexible with proven ability to manage multiple tasks, prioritise work effectively and independently, and meet deadlines.