Company Name: SSP
Job Title: IT Support Specialist
Location: •: NW1 Camden
Hours: Full Time 37.5 hours per week
•The primary responsibilities of this role are:
To own and follow all processes relating to Access and Data Support in Group Digital and Technology. This involves new unit setup, new user setup, missing data across all Group D&T supported systems, changes to the BI system, complete all monitoring as required in the Operations documentation as well as triage and correctly assign all support tickets sent in from Group or Global users.
This role will be working alongside the in house Service Desk and Second Line support teams, which is based out of our Birmingham Support Centre.
•Own, manage & follow the new unit set up process for all systems Group D&T Manage
•Own, manage & follow the new user setup process for all systems Group D&T Manage
•Own, manage & follow the missing sales process for all systems Group D&T Support
•Own, manage & follow up on any data issues, performing an initial triage before escalation if required
•Use Group D&T’s monitoring tools (including sales monitoring dashboards) to follow the monitoring responsibilities and proactively follow up any issues
•Complete any ‘in scope’ changes to the BI (data warehouse) environment as required by tickets assigned to the team.
•Work with the team to see what tasks might be made quicker or even automated, escalating these to the other teams through the Support Specialist Manager.
•Escalate any failures or risks to team SLA’s to the Service Management Team
•Own, manage & follow any of the required processes from the Operations “Tasklist”, working with the other D&T Services teams to improve, automate or remove processes that are no longer needed or time consuming.
•Ensure all existing knowledge is documented in the form of knowledge articles and shared with the team
•To contribute to development of the Digital & Technology Operations function through continual service improvement suggestions
•Ability to prioritise work that is sent in from multiple sources
•Have a cool, calm manner when dealing with stressful environments possibly involving multiple sources.
•Strong attention to detail and the ability to follow processes to the letter (where required) & escalate any issues that might have occurred.
•Ability to adapt to new systems
•Ability to communicate with all levels of the business
•Good grounding in basic IT, particularly file management and simple data concepts
•Experience with User Admin in Active Directory.
•Basic knowledge of T-SQL
•Microsoft Excel – Ability to manipulate datasets (Vlookup, Macros..)
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