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Corporate Head Office 2nd Line Desktop Support EMEA

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Date: 09-Jul-2019

Location: London, LND, GB

Company: Tate & Lyle

Role purpose 
In this customer facing role, you will be responsible for the daily ongoing support of all 2nd line IT operational activities primarily in London, supporting other locations as required. This includes Microsoft Office, O365 and approved business software, process control applications, video conference facilities, mobile communication devices, monitoring and security devices, personal computers, laptops, printers, scanners, and tablets. Daily responsibilities include compliance to incident, issue and change management processes, initial equipment setup and installation, software and hardware troubleshooting, equipment inventory management and user interfacing. End User Support for Senior Leadership at the Kingsway Head Office. You will also be required to liaise with the Business on Project work along with being an IT Advocate.


Main accountabilities
You will be part of the regional team of Desktop and Systems Administrators you will be responsible for successfully delivering IT services and specialised technical support for the EMEA business. Working as part of this team you will help us to provide the best possible working environment for our employees. You will provide hardware and desktop support services as well as general IT assistance to users across the London office, providing support to users in other regions as required.

You will accomplish Global ISIT objectives by developing and mentoring your employees; monitoring, supporting a broad range of end user computing solutions. Typical responsibilities include 2nd line support, adoption of and adherence to ITIL processes (Incident, Problem, Change, Release, Capacity, Availability, etc.), equipment setup and installation, software and hardware troubleshooting, asset management and customer relationship management.

•    Meet and exceed ISIT objectives; this includes planning, monitoring, and appraising results and achievements
•    Maintain information systems results by defining, delivering, and supporting information systems; auditing application of systems
•    Assess IT operational results looking for opportunities for continuous improvement
•    Consistently develop professional and technical knowledge
•    Support the business on all end user/client facing aspects of IT including acquisition, configuration, installation and/or relocations of desktops, laptops, printers, handhelds, security, LAN connectivity, etc. as required
•    Continuously maintain a safe and healthy work environment
•    Professionally, promptly and efficiently resolve incidents which are raised through a variety of channels including walk up, email, phone and desktop ticket
•    Effectively and efficiently support the business in resolving incidents relating to infrastructure including acquisition, configuration installation / relocations of desktops, laptops, printers, security, LAN connectivity, communication devices (iPhone, iPad), video conferencing facilities, etc.
•    Minimise downtime of PC services through proactive support and regular maintenance including device upgrade / replacement to cleaning and repairing 
•    Working as a team member in the EUSD team as well as collaborating with other ISIT teams delivering projects
•    Collaborate with various IT support functions (Communications, Technology, SAP and NON-SAP Applications groups, etc.) as required
•    Lead and contribute to small projects as required
•    SME for specific infrastructure technology / technologies
•    Perform in a 2nd line support role for incidents and service requests received from the Service Desk.
•    Be available for out of standard office hours support (calls, critical incidents, etc.) to address incidents / issues / requests that may arise in the IT Operations area which are identified as critical to business integrity
•    Proactively improve infrastructure operations
•    Scope includes all Tate & Lyle locations and all users with immediate emphasis on the London Head Office facility in addition to other assigned plants and duties as required
•    Travel from time to time as required to support other locations such as Lille (up to 10% travel)


Performance measures 
•    Lead by example
•    Team player
•    Successful and thorough testing of installations to ensure fully working systems
•    Professional, customer service-oriented, responsive and timely incident management and resolution
•    End user training following new installation or new equipment
•    Timely and effective creation and / or ongoing maintenance of user instructions and manuals
•    Tidy storage and workplace
•    Maintains asset inventory
•    Responsive to end-users requests via Service Now ticketing system
•    Adherence to T&L processes, standards, procedures and systems
•    Follow-up and completion of commitments
•    End user satisfaction 


Skills and experience required  
•    Thorough understanding of computer hardware and operating systems, specifically HP desktops, laptops, printers and current Microsoft operating systems
•    Experience supporting end users in a corporate global Head Office
•    Broad understanding of local area networks, switches, and infrastructure cabling
•    Expert in Microsoft Office applications, with emphasis on Excel, Word, PowerPoint, Project, Visio and Outlook and O365
•    An understanding of HP hardware, configuration, and trouble shooting
•    An understanding of print servers and their operations
•    Degree or equivalent in IT or Computer Science or Computer Engineering
•    Practical experience working with ITSM tools, preferably Service Now
•    ITIL V3 Foundations certification 
•    Proactive in problem solving and ability to see the “bigger picture”
•    Proven experience multitasking, supporting a variety of incidents and queries simultaneously
•    First class interpersonal communications skills
•    Good organisational and record keeping skills
•    Good analytical skills with an eye for detail
•    Desire to become proficient in supporting areas outside the scope of IT Operations