Job Description
Provide 1st and 2nd line support for 1000 users across multiple sites throughout Glasgow, Edinburgh, Ireland, London, and the UK.
The position will be based at Metroline head office in Cricklewood, reporting directly to the Service Desk Manager. However, there will be a requirement to travel to other Company offices or associated Company locations.
Main responsibilities
- Provide first and second line support to over 1000 users across multiple sites for Comfort Delgro companies across the UK and Ireland.
- Log all calls using the Helpdesk system, including details of subsequent updates and resolutions. Monitor the helpdesk system for new calls logged by users, assign relevant requests to the Reporting & Development teams, investigate incidents, escalate when necessary, and continuously improve the IT service provided to the business.
- Complete Daily and Weekly System Checklists, including backups, overnight batch jobs, scheduled updates, and error log checks.
- Follow starter and leaver processes to create, amend, and delete users in Active Directory and other systems used within the Business.
- Implement software change rollouts to the Business bespoke systems, complying with the Change Control process.
- Update and maintain the software and hardware asset registers to reflect movements, additions, or disposals.
- Build, maintain, and upgrade user PCs, laptops, and other hardware, installing and configuring required software.
- Participate in the callout rota providing 24/7 out-of-hours support for Business systems, garages, Call Centre, and Operational staff.
- Establish and maintain cooperative and productive relationships with peers and contribute to improving team processes.
- Maintain Data Centre environmental and monitoring equipment.
The above list is not exhaustive.
Essential criteria for application
- Demonstrate excellent technical knowledge across Microsoft and other core products.
- Support experience in Windows operating systems, MS Office, Active Directory, Microsoft Exchange.
- Experience supporting Terminal Services / Citrix, IP networking, Dell, Lenovo, or other server ranges.
- Experience with Mobile Device Management solutions.
- Good team player with the ability to work independently.
- Strong prioritization and organizational skills.
- Full clean UK driving license.
- Ability to interact with clients at all levels via phone, email, and in person.
- Strong interpersonal skills and ability to develop working relationships.
- Awareness of functions, operations, and technology within ComfortDelGro Europe businesses.
- Follow procedures for installing, configuring, upgrading, troubleshooting, and repairing software, hardware, and peripherals.
- Ability to explain technical concepts to non-technical users.
- Organize own work, set priorities, be proactive, and meet SLAs and project timelines.
- Logical analysis skills and creative problem-solving abilities.
- Adaptability, multi-tasking, troubleshooting skills.
- Excellent verbal, written, and interpersonal communication skills.
- Professional and patient manner when supporting users.
- Use initiative and independent judgment within guidelines and procedures.
- Maintain a professional image at all times.
- Ability to work independently and as part of a team.
Hours of work
- Adhere to the weekly shift pattern, Monday to Friday, 07:00 to 18:00.
- Availability for non-business hours, including evenings and weekends, and on-call duties and site visits.
The Equality Act
Metroline is an equal opportunity employer. All qualified applicants will receive consideration for employment with regard to legal obligations for protected characteristics such as age, disability, marriage and civil partnership, gender reassignment, pregnancy and maternity, race, religion and belief, sex, and sexual orientation.
- State your reasons for applying for the post.
- Explain why you believe you are a suitable candidate.
- Include relevant qualifications or experience.
We deliver safe, reliable, and sustainable transport to our communities.
