ICT Engineer^

ICT Service Desk Support

What is the key purpose of this role?

Job Purpose

Providing comprehensive 1st line Service Desk Support. This role requires excellent customer service skills and will be managing and monitoring our service management tooling to handle incidents and requests, the ideal candidate should be able to interpret our internal customer requirements and prioritise against agreed SLA’s escalating as appropriate to ensure prompt resolution of tickets, it is essential for excellent attention to detail, capturing of all details within tickets to allow for continual service improvement.

This role provides support to our wider ICT team to administer, support and maintain the ICT Infrastructure, hardware, and applications, including installation, maintenance, and security configurations to support the operational requirements of the business. This is a varied role with scope for development for the right candidate.

This role will require On-Call ICT Support duty (team rota based).

What are the key deliverables and accountabilities of the role?

• Managing Incidents and Requests taking responsibility for full ticket Lifecyle, prioritising against SLA’s. Where necessary escalating to senior support technicians, wider ICT team or 3rd party vendors as appropriate, ensuring all details are captured within tickets and excellent communication throughout.
• Creating, maintaining, and utilising a Knowledgebase for the service desk and customer facing articles that allow our user community to grow in self-sufficiency / self-help.
• Administration and maintenance of hardware, software, systems, and infrastructure including directory services, operating systems, email systems and database systems.

• Administration and maintenance of the company network, including switches and Wi-Fi access points. • Monitoring backups and archiving systems and remediating any failures.

• User Admin; Creating, distributing, and maintaining user accounts and profiles, including remote/local access accounts and email system accounts.
• Administration and maintenance of virus scanning software and software patching systems.
• Assigning and revoking company equipment including laptops, smart phones, and access tokens.

• Administration and maintenance of the company telephone systems • Asset Management maintaining catalogue of Products and Services

• Operate and adhere to ICT change requests including requirements specification and implementation/verification recording.

• Embrace and learn M365, especially MS Teams. • Report all suspected information security incidents to the Head of Information Governance

Exhibit the following guiding culture principles:

• Freedom – will create an environment where our people have the freedom to perform.
• Helpfulness – will work together to help each other and our customers.
• Drive – be confident, curious, and innovative.

To find our industry leading benefits and more information, please click apply now and head to our website!

What are the benefits of working at NTS?

We encourage applications from a diverse range of candidates.

We are proud of the commitment we make to diversity and inclusion and of the progress we have made. We have active & vibrant staff networks, special leave policies and workplace adjustments put in place for those who need them. We are continuing to build a diverse organisation, in an inclusive environment which nurtures and realises potential in all, at all levels.

Diversity and inclusion is our top priority, and we embrace uniqueness. We strongly encourage applicants from diverse backgrounds and experiences. We are a welcoming and inclusive workplace where our people are able to bring their whole selves to work.

We are the leading global provider of safe, secure and reliable nuclear transport solutions that make the world safer and more sustainable.

As part of the UK’s Nuclear Decommissioning Authority, we support the largest environmental restoration programme in Europe, and we use our specialist transport and logistics expertise to help customers and partners around the world solve their own complex challenges.