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IT Systems Specialist

IT Systems Specialist
LONDON - UNITED KINGDOM
Summary
REQ ID
84418
POSTED
FUNCTION
IT
LOCATION
London - United Kingdom

Position Description

 

Title:

IT System Specialist – Wimbledon

Reports to:

UK Director, Enterprise Client Services

Secondary report:

N/A

Direct reports:

None

Key relationships:

  • Coty UK ECS Team
  • Coty Global ECS Teams
  • Coty ECS Management Team
  • Employees and visitors in Wimbledon Office
  • Assistants and VIP Clients

Main Objective:

The System Specialist role is to ensure a high level of support for clients and remote workers. and involves working closely with assistants and the Executive Support Team to co-ordinate and ensure quality service and support is provided to the senior leadership team and Executive Committee based at or visiting Wimbledon. This may include off site support at events and external venues.

This individual will provide support activities, including installs and upgrades, remote and hands-on support.

They will work closely with the Service Desk, the Support Lead(s) and on-site peers to ensure support is provided in a timely and professional manner.

Using ITSM tools, this person will ensure tickets are monitored, responded to and resolved in line with SLAs, and ensure that client expectations are managed.

This person will be responsible for timely follow-up of all open and closed tickets and identification of process improvement steps where appropriate.

 

Key Responsibilities:

  • Provide hands-on support for all aspects of IT, Telephony and Mobility for employees and visitors in Coty’s Wimbledon office.
  • Work with the on-site team to ensure a seamless, coordinated approach to client support at all levels.
  • Build and deploy PC’s and mobile devices.
  • Provide executive support services including setup, monitoring and support.
  • Maintain an up-to-date knowledge of new and changing IT developments in line with Coty Global IT standards.
  • Follow our standard ITSM processes and utilisation of tools and ticketing systems

Key competencies:

  • High level of interpersonal and communication skills with the ability to communicate  complex technical issue in a simple manner.  Confidence to deal with senior members of the business understanding the time critical needs of these clients.
  • Deep understanding with all aspects of client-facing software and technologies including MS Windows, Office365, IOS, Apple Mac and iDevices, and a sincere desire to empower co-workers via available technologies.
  • Experienced in the use of collaboration and video tools, including MS Teams, Zoom and Polycom, utilising Cisco Video, Logitech and Crestron devices.
  • Ability to deal patiently and professionally with both internal and external customers alike.
  • A pro-active team player capable of supporting a high level of operational activity with a ‘hands-on’ style.
  • Organised and methodical to ensure ITSM processes are communicated and adhered to.
  • Ability to work both independently and within a team environment.

Key performance indicators:

  • Timeliness and accuracy in all areas of responsibility.
  • Employee/user satisfaction.
  • ITSM Tool measurements.

Qualifications and experience:

  • Relevant IT qualifications or equivalent.
  • 2-4 years’ experience in support role.
  • Experience in a VIP support environment.