Purpose

• As a member of the Infrastructure team to participate in all areas of first/second and line user support for all installed systems.
• Key Tasks and Responsibilities:
• Installation of new equipment.
• Log Incidents/ Service Requests/ Problems /Changes using the Service desk software.
• Complete service desk workload in accordance with Technology SLA’S and procedures, escalating any outside your skill set.
• Assist in day to day Infrastructure tasks.
• Ensure daily tasks carried out effectively and responsibly, to agreed service levels, escalating any failures.
• Provide cover for other team members and ad hoc duties when requested by Management.
• Deliver a continuous high level of customer service- 'We live Service'.
• Log into the call centre on arrival, logout at the end of the day.

Skill set

• Taking ownership of 1st\2nd line tickets
• Laptop\PC builds
• Meeting Room AV\VC support
• Deskside assistance\face to face\IT advocate
• Admin tasks such as report running and asset management
• AV\SEP reports
• Windows 10\Office 2016
• WebEx\WebEx Teams support
• Mac OS skills
• Mobile devices\Airwatch reports
• Teem - Meeting room display support
• Sharefile\Reports
• Aruba\Wi-Fi basic admin
• Active
• Directory\users\computers\security groups ect
• Basic Exchange administration
• Software deployment (PDQ). keeping environment up to date with
• Windows\3rd party updates
• Printing\troubleshooting

Competencies:

• Understanding the general and legal principles applicable to insurance.
• Working knowledge of the computer desktop software provided by Lockton.
• Understanding of and adherence to Lockton standards and procedures.
• Ability to build and maintain good business relationships and influence outcomes where appropriate.
• Ability to communicate effectively and professionally both verbally and in writing
• Ability to manage time, prioritise and ensure that deadlines are met without compromising quality.
• Analytical and problem-solving skills, including research and investigation and product evaluation.
• Effective delegation and capacity to escalate as appropriate.
• Knowledge of the resources available within Lockton and how to source such services.
• Work in support of other team colleagues.
• Show a flexible approach to change.
• Ability to achieve set individual and team goals and objectives.
• Adopt right first time approach.
• Relevant technical IT expertise to fulfill assigned tasks & responsibilities.
• Ability to advise and coach Associates in the use of Lockton IT systems.
• Understanding of IT change control and impact analysis protocols.
• Flexible working hours when required.