LA International
3d ago




The role holder is self-sufficient when resolving routine problems or enquiries across several products or technologies for multiple customers.

The role holder is competent when working under pressure and has a degree of autonomy when dealing with unexpected problems, more complex escalations and helping to maintain the availability of the IT services delivered to end users.

The role holder also delivers low to medium complexity work packages as part of customer implementation projects.

Key Accountabilities

  • Technical Capability. Works within a team supporting end users with technical queries relating to several products / systems (e.
  • g. Microsoft products, operating systems, networks, applications, PCS).

  • Business Awareness. Has a good understanding of the customers' environment and service delivery requirements to enable the delivery of the service.
  • Process. Follows established processes / systems and recommends improvements to these as appropriate to resolve routine customer enquiries.
  • Documents actions taken to resolve enquiries.

  • Problem Solving. Takes ownership for listening to and understanding the customer's problem. Escalates and / or gains support where necessary to resolve the problem.
  • Uses relevant information to diagnose and to resolve or enable resolution in a timely manner.

  • Service Level. Escalates issues as necessary to deliver required service level and meet or exceed customer expectations / Service Level Agreements.
  • Monitors performance through statistical reporting and analysis.

  • Team Working. Is a key team member, demonstrating personal leadership and initiative resolving issues and supporting other team members.
  • Professional Development. Takes responsibility for learning about current products / systems to build own technical knowledge to support business requirements.
  • The incumbent shall :

  • Work in line with the existing Sys Admin based on customer site to facilitate extended Sys Admin cover from 07.00 - 19.00hrs Monday to Friday
  • Agree to provide Out of Hours cover as part of a telephone standby rota
  • Cover a range of standard tasks including Daily Checks, password re-sets, creating and deleting user accounts, troubleshooting issues and problems, regular infrastructure maintenance tasks and commissioning new devices
  • Undergo relevant training and briefings as required at normal base and other locations when necessary
  • Work proactively to support the Live Service in the transition from IMO to FMO
  • A national security clearance is required for this role but candidates not holding this level of clearance will be considered.

    Please note successful applicants will be required to be security cleared prior to appointment which can take up to a minimum 18 weeks.

    LA International Computer Consultants Ltd is an HMG Approved Consultancy and operates as an IT & Engineering Consultancy or as an Employment Business & Agency, depending upon the precise nature of the work, for security cleared jobs or non-

    clearance vacancies, we welcome applications from all sections of the community and from people with diverse experience and backgrounds.

    Award Winning LA International Computer Consultants Ltd (Recruiter Awards for Excellence - Best IT, Best Public Sector & Gold Awards) and the most prestigious award that any business can receive The Queens Award for Enterprise : International Trade 2015.

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