*YOUR MISSION*
The IT Service Desk/Onsite Engineer is a hybrid role, responsible for the end-to-end IT services delivered across multiple Foundever facilities. The role is responsible for ensuring IT services are defined, measured, reported, and continually improved to meet the evolving needs of business. The role also champions IT security and compliance at the Foundever Facilities in question.
*ABOUT THE JOB*
The IT Service Desk/Onsite Engineer works with Foundever Operational and Support teams to ensure the delivery and continual improvement of end-to-end services in accordance with their Operational Level Agreements (OLAs), Service Level Agreements (SLAs) and Support Models.
In addition, the role is responsible for ensuring that 3rd party suppliers deliver to SLAs and performs regular reviews of vendor service delivery.
*You will be paid a competitive salary of £25,000.00 per annum. You will need to be based in Leeds and be willing to travel with your own transport. *
*KEY RESPONSIBILITIES*
· Manage information technology and computer systems, in a Windows environment.
· Answer the calls on first line IT Service Desk when hands on work is not required
· Plan, organise, control and evaluate IT services regularly
· Travel to the sites in question regularly to ensure site IT services are managed and maintained.
· Supporting the IT Service Delivery management team and Project Management Office in implementing new clients and ensuring technically our clients are running with optimal performance.
· Manage the BAU IT operations via the IT ticketing tool and prioritising work accordingly.
· Ensuring major Incidents are managed and priortised at the site level.
· Manage any applicable IT staff by recruiting, training and coaching employees, communicating job expectations and appraising their performance.
· Adhere to all corporate and IT / security policies and procedures.
· Ensure security of data at the site IT level and supporting the overall corporate security ethos.
· Identify problematic areas and implement strategic solutions over time in co-ordination with Operational and IT colleagues.
· Support audits both internal and external.
· Manage local site(s) asset management
· Regular site / country communications on IT activities.
*KPIs*
IT Uptime - Compliance levels for desktops/laptops
Ticket Queue Management - Ensuring site management meetings are attended and communicated within the IT team
*JOB INTERACTIONS*
*Inside Sitel*
*Reporting Relationships*
*Outside of Sitel*
All Departments
Direct manager: UK IT Service Manager - Clients IT
Direct report(s): Local OSE (if applicable) - 3rd Party vendors
Auditors
*WORK EXPERIENCE*
· Proven working experience as an IT engineer preferable in a BPO organisation
· 2+ years in an IT technical management role (1st / 2nd level)
· Field IT support advantageous
· Willingness to travel
· Awareness of cyber technology and IT security processes and protocols
· Strong communicator both verbal and written
· Calm and organised persona
*EDUCATION & CERTIFICATIONS*
· A level (UK) or equivalent
· MS technical certifications beneficial
*REQUIREMENTS*
· *On call 24x7 where required unless on planned leave*
· *Own transport *
#corgb00
Job Types: Full-time, Permanent
Pay: £25,000.00 per year
Benefits:
* Casual dress
* Company events
* Company pension
* Employee discount
* Free parking
* Health & wellbeing programme
* On-site parking
* Transport links
* Work from home
Work Location: In person
