Global IT End-User Support Specialist

Internal Job Title: Global IT End-User Support Specialist

Business: Lucy Zodion Ltd

Location: Sowerby Bridge

Job Reference No: 3932

Job Purpose: 

The IT End-User Support Specialist is responsible for the day-to-day operational delivery of on-site IT End-User Services across all Lucy companies. The role will prioritize the delivery of End User Computing (EUC) services that deliver business value and enable users to exploit and benefit from the full range of services available to them (e.g., User hardware, Operating Systems, Applications, End-User Devices). The success and value of this role is driven (and measured) by the need to continually deliver a positive End-User Experience. 

Business Overview: 

Lucy Zodion is an industry leader in advanced street lighting controls, power distribution and electric vehicle (EV) supply solutions. Our products assist customers with energising urban and highways infrastructure from the ground up. Our range includes photocells, power distribution enclosures, EV connection feeder pillars, isolators, cut outs and switchgear. 

Key Accountabilities: 

Responsibilities: 

    Delivery of assigned IT End-User Support activities and priorities within agreed service levels (e.g. Incidents, Changes, Service Requests, Service Improvements, projects)

    Provide enhanced and expedited support to VIP and critical business users

    Work with other team members to continually improve all aspects of IT services that deliver value and enhanced the end-user experience.

    Work closely with global business users and teams to exploit existing and new technology. Identify and exploit opportunities for automation and digitization of key processes and activities.

    Handover of new and replacement hardware, ensuring the end user has a good understanding how to use it and how to seek support.

    Keep up to date with the release cycle for key applications and ensure compatibility with the existing environment

    Troubleshoot hardware issues and perform upgrades based on performance monitoring

    Proactively seek out opportunities for continual improvement. Own and progress these opportunities ensuring maximum value is achieved. 

    Continue to challenge yourself and improve in all applicable technology areas to ensure you have appropriate knowledge and skills necessary to complete all assigned tasks and support the broader team.

    Adhering to service management processes and standards. Ensuring excellent incident management to minimize business impact 

    Build and maintain effective and trusted relationships with colleagues, to aide IT support and the delivery of high standards of service

    Create and update Knowledge Items and other relevant documentation

Qualifications: 

Minimum Qualifications, Knowledge, and Experience 

Essential:

    2+ years’ experience in an IT End-User Service or Desktop Services role

    ITIL3/ITIL4 Certification, or 1+ years’ equivalent experience in an IT Service Management

    Excellent knowledge of Office 365 and MS Operating Systems

    Use of and understanding of IT Tools, Active Directory, Azure AD and Exchange

    Breadth of IT Support knowledge and demonstrable experience in support of PCs, Mobile Phones, or other User Technologies

    Experience using ITSM tools such as ServiceNow 

    Proven ability to troubleshoot and resolve both hardware and software technical issues

    An enthusiastic commitment to delivering and maintaining a positive End-User Experience.

    An entrepreneurial spirit who can solve challenging problems, make a real impact in technology, and want to build something big

    Excellent customer relations skills

    Excellent communication skills, both written and verbal, together with polite telephone manner

    Friendly and approachable with good customer service skills and able to communicate with colleagues who have varying IT knowledge 

    Well organised and able to prioritise workload

    Collaborative and community focused

    Friendly and positive attitude

Desirable:

    Experience of Microsoft 365 Deployment and Operations

    An understanding of Microsoft Azure Cloud Eco Systems and Services

    BYOD/MDM Deployment and Support 

    An understanding of Information Security and Cyber Security fundamentals

Does this sound interesting? We would love to hear from you. Our application process is quick and easy. Apply today! 

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