Service Desk Specialist - Milton Keynes, United Kingdom - Ingram Content Group

Ingram Content Group
Ingram Content Group
Verified Company
Milton Keynes, United Kingdom

1 week ago

Tom O´Connor

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Tom O´Connor

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Description

Job Description:

The world is reading and
Ingram Content Group UK Ltd ("Ingram") connects people with content in all forms.

Providing comprehensive services for publishers, retailers, libraries and educators, Ingram makes these services seamless and accessible through technology, innovation and creativity.


Ingram is an established and widely respected international physical and digital book distributor in the British book trade with a reputable base of publisher clients and complements Ingram's growing range of services provided to publishers in the United Kingdom.


Provides front-line customer support by responding to, investigating, and resolving various technology issues related to end user software, hardware, connectivity, mobile devices, etc.


Hybrid working option - 2 days home, 3 days office based.

Essential Job Duties:


  • Documents, tracks, and monitors problems within company ticketing systems to ensure timely resolution based on defined Service Level Agreements (SLAs).
  • Collaborates with other Service Desk Specialists and IT personnel to meet internal customer needs.
  • Properly vets each incident for completeness and escalate as needed if unable to resolve.
  • Assists in the identification and development of proposed solutions for process gaps enabling the service desk operation to provide optimum service delivery to users in all locations.
  • Create frequently asked questions and update to enable the user automatic response to their problems.
  • To identify solutions which will reduce or eliminate the reoccurrence of hardware and software problems
  • To assist in the development of and to adhere to standard hardware and software installation and support procedures
  • To make suggestions for upgrades and timely replacements of hardware and software
  • To assist in the rollout of software packages across the company
  • To ensure the backups of key systems are maintained and ensure all antivirus software is kept updated
  • To work on any project as identified
  • To assist in the support and maintenance of the underlying network and server infrastructure
  • Provides optimum service delivery to users in all locations.
  • Monitoring and maintaining computer systems and networks;
  • Talking staff or clients through a series of actions, either face to face or over the telephone to help set up systems or resolve issues;
  • Troubleshooting system and network problems and diagnosing and solving hardware or software faults;
  • Replacing parts as required;
  • Providing support, including procedural documentation and relevant reports;
  • Following diagrams and written instructions to repair a fault or set up a system;
  • Setting up new users' accounts and profiles and dealing with password issues;

Qualifications:


(Typical Experience, Typical Education, Knowledge/Skills/Abilities):


Education:


  • GCSE level equivalent required.

Experience:


  • 12 Years information technology experience.

Skills:


  • Knowledge of laptops, desktops, and remote access support tools
  • Knowledge of organization, operating procedures and policies of the company
  • Ability to engage in active listening with coworkers, management and clients/customers
  • Verbal and written communications skills
  • Research and troubleshooting skills
  • Attention to detail
  • Ability to be flexible/multitask based on workflow demands
  • Ability to maintain consistent, punctual and regular attendance
  • Ability to receive and give information in a courteous manner over the telephone, via electronic communication or in person
  • Ability to meet and maintain performance objectives (standards)
  • Ability to maintain full time work schedule during normal company operating hours

Essential Physical Demands:


  • Ability to lift and move objects weighing up to 50lbs
  • Ability to work any shift on occasion
  • Ability to sit at workstation for extended periods of time
  • Ability to work effectively using a personal computer for long periods of time
  • Ability to operate computer equipment, including keyboard and monitor, phone equipment and other necessary office equipment
Additional Information


Perks/Benefits:


  • Company Bonus Scheme
  • Pension Scheme
  • Life insurance
  • Sickness Scheme
  • Medical Benefits
  • Free Drinks on site
  • Free Parking in Milton Keynes
  • Long Service Awards
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