KEY RESPONSIBILITIES

• Effectively manage the IT Ticket Queue for the respective site
• Manage and oversee all IT local compliance at site, this includes include Anti-Virus, MS Patching, all software patching and any official compliance the site(s) adhere to e.g. SOX, ISO, PCI certifications (if applicable).
• To be the “Eyes and Ears” for IT locally, manage all IT issues onsite according to corporate processes and standards
• Support and provide “backup” for other IT Specialists in EMEA when there is a requirement to deliver, be this support on compliance, projects, moves or new business / site implementations.
• Maintain full responsibility for the operational maintenance of systems and services across the local Site IT environment, providing day to day operational and technical support.
• Assist with all  IT escalations from the Service Desk and within IT, providing remote 2nd/3rd line technical support and assistance for all Sitel technologies located at the site, as well as client systems if approved and applicable.
• Ensure formal procedures are followed, SLA’s met and high levels of internal/external customer service met with timely and appropriate communication
• Identify incident trends and methods of improvement and ensure availability, performance and integrity of technology.
• Adhere to Corporate and IT policy and ensure IT changes and incident resolutions are in line with requirements.
• Assist IT management and IT service delivery with any bespoke projects such as asset management and standardisation/remediation tasks.
• Proactively be responsible for all Health and Safety issues for the IT team, ensuring a safe working environment for all agents.
• Provide 24/7 cover (where possible/remote). Work within a high pressure environment.
• Thrive in a fast pace environment undergoing rapid technological and business change.
• Carry out technical diagnosis/analysis.
• The position must take personal responsibility to understand and comply with all company and client corporate and security requirements and policies

YOUR PROFILE AND EXPERIENCE

• Understanding & experience of the role of ITIL within IT  – Advantageous
• Proven IT skills within a desktop support (2nd level role) (Advantageous)
• BPO Contact Centre experience – Minimum 6 months
• Previous experience in a similar role – Advantageous

SKILL REQUIREMENTS

• Strong verbal & written communication skills.
• Laptop and PC general support experience (Advantageous)
• Windows – Active Directory administration (Advantageous)
• Windows 7, 8 and Windows 10 operating system support (Essential)
• Understanding of Anti-Virus clients and Microsoft patch management (Preferred)
• Dell / HP Server hardware (Advantageous)
• Microsoft Office & 365 support (Advantageous)
• Email client & MS Exchange support (Advantageous)
• Building & imaging Hardware, with a working knowledge of Microsoft SCCM (Advantageous)
• DNS, DHCP management (Advantageous)
• Local printer support & centralized networked printer support (Preferred)
• Cisco and Avaya support experience (Advantageous)
• Experience with Dialer software (e.g. Altitude) and Callscripter application (Advantageous)
• Experience in first level support ticket management (i.e. IT Service Desk) (Beneficial)