Customer Services Technician

Division
Redrow Homes Yorkshire
Department
Customer Services
Number of positions for this role
1
Location
Yorkshire
Summary

As part of our IT support team, Support Technicians provide an effective and efficient service in response to 1st and 2nd line help desk support to a wide variety of technical problems. Support Technicians also have the opportunity to get involved in software installations and project based work as required.

 

Key Responsibilities

Operations

  • Plan, implement and monitor procedures to ensure the continuous operation of the group's infrastructure of client devices, shared servers and data/voice networks.

  • Monitor the performance and capacity of important elements of the IT infrastructure, to pre-empt problems.

  • Ensure that all electronic data is backed up daily according to agreed schedules and that such procedures are tested regularly.

  • Maintain familiarity with contingency hardware, networks, systems and documentation such as will ensure continuity of service in the event of any reasonably foreseeable single disaster.

  • Maintain topicality of the Help Desk and asset database at all times.

  • Perform regular operational checks required by the department, both morning and afternoon (flexible approach to standard working hours is required).

  • Ensure department office space is kept clean, tidy and organised at all times.

  • Assist with the departmental day-to-day operational activities (as required).

Installation

  • Utilise remote control/deployment tools (Altiris) to build equipment efficiently and minimise the need for ad hoc or otherwise visit.

  • Provide a full service in support of office moves, including assisting the move itself, including weekend working when required.

  • Setup, configure, deliver and install hardware and software to user’s requirements by scheduled target dates according to departmental/company documented standards.

  • Provide assistance with many aspects of provisioning, delivery, configuration, packaging, shipment, installation, returns and disposal of equipment, demonstrating a keen customer awareness and focus at all times (as required)

Support 

  • Manage the company's email and Internet access systems.

  • Provide a professional and efficient approach to solving allocated Help Desk issues within expected timescales, ensuring that customers are kept fully informed of progress at all times (may include weekend, bank holiday and other company holiday periods).

  • Provide general (but limited) assistance to users in using internal systems and 3rd party supplied software packages (but not training).

  • Attend site/regional offices as required by the department (locations across the country), providing a professional, punctual and courteous service.

  • To provide occasional assistance to the IT Help Desk - general call taking and incident recording.

Documentation

  • Maintain user, reference, Disaster Recovery and misc. other documentation as required.

Security

  • Ensure appropriate internal and external security systems and procedures are in place at all times, including access to data and systems, passwords, firewalls, anti-virus measures etc.
    Monitor and report to management breaches in security.

  • Ensure the Group IT Security and Health & Safety standards are followed.

Research & Development

  • Produce proposals for and implement agreed projects from time to time.

  • Ensure familiarity with Redrow Group’s Health, Safety and Environmental policies and comply with employee responsibilities.

  • Report back to management regularly, as required.

  • Cooperate fully with other departments, within or outside IT.

  • At all time comply with company policies, procedures and instructions.

  • Contribute to improving the business, protecting and enhancing the reputation of the company, by putting forward new ideas and, when requested to do so, implementing change.

 

Closing Date
14/02/2020