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A fantastic, growing, financial services organisation, based in Slough, is looking for an IT Graduate to join their IT department, developing knowledge in the Service Desk Team and IT Infrastructure and Change Team.
The role holder will act as the first point of contact for the office with IT questions or problems, working closely with the in-house IT team and 3rd party suppliers. The role will also work closely with IT Infrastructure and Change teams to assist in projects and portfolios of change.
This role represents an excellent opportunity to gain a wide cross section of IT skills and experience at the front line of a busy IT department.
Provide first line support for all incidents raised, logging incidents and attempting to resolve these at first line where possible, and maintaining an accurate record of actions undertaken in real-time. As required, pro-actively logging incidents as and when they arise.
Diagnose malfunctions in the operation of hardware and software and managing escalation where appropriate, collating all relevant information required for referral by means of full incident notes, including software behaviour, screen shots and user comments.
Maintain ownership of the incident and communicate updates effectively with the individual who raised the incident through to closure
Review incidents to ensure these are resolved within SLA, and effectively communicate progress and status to the originator
Maintain excellent operational relationships with resolver groups
Configure and deploy hardware in line with standard builds and train new staff in best use of the hardware and basic application usage
Monitor and service network printers and ensure consumables are replaced as and where necessary
Ensure that the conference room hardware (projectors, monitors, laptops, video conferencing etc.) is available and fully operational as when requests are raised
Ensure certificate renewals are undertaken so as not to impact service
Ensure the asset register is kept up to date for any software or hardware deployments or changes
Under the direction of the IT Services Manager:
Execute test plans for application or hardware changes
Monitor and apply point/patch/security patch upgrades of client hardware and software, providing input to the Project Management Office (PMO) for all planned changes to the infrastructure/applications
Proactively support IT audit and control requirements, including own and update relevant IT service/operations procedures and first line controls
Take part in disaster recovery testing and business continuity planning
Create and drive towards 'standard builds' for clients, ensuring consistency of implementation, standardisation of the environments and alignment to IT strategic direction
Work with the IT team to document root cause analysis of major incidents and execute recommended changes
Identify any underlying IT problems and work with the IT team to resolve them and execute recommended changes
Produce process documents and instructions for all internal/external applications that require formal training
Skills/experience This role would suit someone with an IT degree with motivation to learn more.
The company is located in Slough and requires someone that lives within commuting distance as the role will be mostly office based