All Locations
Oldmeldrum
All Departments
IT
Advertising Salary
Competitive
Vacancy Type
Permanent
Group
Closing Date:
14 Mar 2024

About the Role

Roaming IT Support
Oldmeldrum, Aberdeen
Permanent position

The Company:
James Fisher serves a diverse range of global sectors across three key markets: Energy, Maritime Transport and Defence - a trusted engineering services provider with an unrivalled ability to develop innovative solutions in challenging environments.
With a175 year heritage James Fisher has developed operational expertise in harsh environments ranging from wind farm commissioning to submarine and hyperbaric rescue and has become a trusted partner of major corporations and government agencies around the world.

The Role:
We are looking for a candidate to join our Service Desk team, which supports James Fisher and its Group Companies services.
The primary objective of the role is to act as first point of contact for internal customers, troubleshoot, diagnose, and resolve problems and/or escalate to the 2nd line support team to investigate and resolve. The main Service Desk is based in Cheshire, but this role will be Oldmeldrum based and involve visiting 4 sites, within a 20-mile radius. There will be occasional further travel as and when required.

On a regular basis, the applicant will visit the 4 sites, maintaining ownership of faults and provide timely updates to internal customers ensuring faults are given the correct level of priority and meeting service level agreements. There is also an opportunity for the right candidate to train with our 2nd line support to expand their technical knowledge and help assist with 2nd line queries.

Key Duties & Responsibilities:

  • Act as a single point of contact for IT issues and queries.
  • Provide on-site presence and support whilst also liaising with the Cheshire based Service Desk.
  • Provide 1st Line Support and resolve a high percentage of incoming IT Support requests upon the first contact including troubleshooting of IT related issues (software & hardware).
  • Ensure a swift response and analysis of new requests, escalating promptly if required.
  • Assess the business impact of IT Incidents and accurately assign SLAs and follow escalation procedures as directed.
  • Take ownership of user issues, follow up the status on behalf of the user and communicate progress in a timely manner following through to conclusion.
  • Be fully conversant with Incident Management and SLAs.
  • Follow procedures, maintain documentation and standards, and collate and submit asset information as required.
  • Maintain a high degree of customer service for all support queries and adhere to all service management principles.
  • Present a positive and helpful attitude to business customers.
  • Publish, update and utilise support documentation and Standard Operating Procedures (SOPs) to assist staff with requests for information.
  • Arrange for Third Party support where problems cannot be resolved in-house.
  • Liaise with and manage Third Party Suppliers in relation to resolving issues proactively to ensure Service Level Agreements (SLAs) are adhered to.
  • Be prepared to work out of hours if required (to be discussed & mutually agreed on a
  • case by case basis where applicable).
  • To work under the direction of the Service Desk Manager
  • Always be “Service Oriented’ and look to improve the level of service to the business.

Any other duties required to meet the SLAs and business objectives. 

The Person:
You will need excellent communication skills both verbal & written along with a good telephone manner.
Excellent Customer service skills & organisational skills.
Incident Management experience including business expectations and communication.
The ability to manage own workload and able to deal with a diverse range of requests and user queries.
Able to deal with differing levels of IT awareness, from within own team and user base.

Skills & Experience:

  • Incident Management experience – Managing incidents including business expectations and communication.
  • Understanding of Change Management process.
  • Any IT or service management qualifications / experience.
  • Reasonable comprehension of server and networking technology and protocols
  • Good all-round experience of desktop software products in particular Microsoft Office and Exchange
  • Understanding of ITIL methodology – ITIL Foundation qualification desirable
  • Experience in 3rd party contract liaison.
  • Must be able to demonstrate the ability to work well as part of a team.
  • Self-motivated with a desire to provide excellent customer service.

*Own car and driving licence essential.

Due to the volume of applications that we receive for our vacancies, on occasion applications may close before the deadline, so please apply early to avoid disappointment.

James Fisher and Sons are committed to taking positive action on diversity and strongly encourage applications for candidates from all backgrounds.  We are proud to be a Disability Confident employer and recognise that our success depends on our talented and diverse workforce.

 

 

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