IT Systems Administrator

Business Unit: Technology

Location: Chester - Head Office

Contract Type: Permanent/Full Time

IT Systems Administrator

The Team:

The IT Service Management team manages all aspects of internal IT service requirements including support of our team members on the systems and tools that they need daily in order to successfully carry out their roles. We ensure that services are available for team members to utilise and that such services are the best option available to GBG in terms of quality, performance and cost. We strive for a timely response whilst providing the best customer experience we can.

The Role:

Reporting to the Senior Systems Administrator, you will conduct internal user support under the Investigations function in accordance with the departmental service level agreements; maintain the local network and infrastructure; assist Service Desk colleagues be an escalation point for them where possible; contribute towards project delivery; to ensure Service Desk procedures are followed correctly

What you will do:

You will:

  • Manage incoming support calls from end users via both telephone, e-mail and chat.
  • Proactively monitor the services, resolve events before they become incidents.
  • Work with end users to identify and deliver required responses to service incidents and requests
  • Prioritise and schedule problems
  • Fix reported incidents/service end user support requests where possible or escalate to the
    appropriate technician
  • Accurately document instances of hardware and software failure, repair, installation, and
    removal
  • Assist in maintaining, and upholding procedures for logging and reporting support calls via JIRA
    Service Desk
  • Handle all customer requests in accordance to the departmental SLA’s and archived according to
    the agreed schedule
  • Manage and maintain the local site infrastructure and IT Services

To be successful, we're looking for:

Skills: 

  • Excellent Oral and Written Communication
  • Significant experience in external IT Services and Commercial-off-the-Shelf products
  • Experience of delivery IT Services
  • Managing 3rd party suppliers
  • ITIL best practice qualification or similar (Desirable)
  • Project management, PRINCE2, APMP, etc (Desirable)

Behaviours:

  • Supporting & co-operating
  • Interacting & presenting
  • Organising & executing

Additionally:

  • Occasional travel will be required within the UK and very occasionally overseas
  • Flexibility and working from home may be required from time to time
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