IT Support Technician

Overview

Provide on‑site and remote IT support, training and troubleshooting for staff.

Key Responsibilities

• incident triage
• servicenow
• meeting room
• on‑site training
• self‑help
• asset management

Tasks

-Provide triage for queries or issues raised, resolving them where you are able to or escalating to a colleague if you need their help. -Using our service management platform; Service Now, to update and manage incidents -Provide support to colleagues using technology in our meeting rooms -Demonstrate and role model high standards of customer service -Providing on the spot training, coaching and education on how to use and fully utilise/exploit devices, systems and applications -Responding to requests for support that come into our mailbox -Work with Technical Consultants in creating and maintaining self-help guides -Assisting colleagues with device swap outs and updating our asset management systems as appropriate -Help to maintain the Tech Bar SharePoint site -Travelling to other AW sites across our region

Requirements

• m365
• device management
• active directory
• customer service
• training
• empathy

What You Bring

-Ability to set and manage expectations of others -Experience of creating and maintaining self-help material and delivering training or coaching (Desirable but not essential) -Working knowledge of M365 applications such as Onedrive, Sharepoint, Teams etc. -Good attention to detail -Ability to empathise -Learning how to use device management tools such as Active Directory, Azure Active Directory, Microsoft Intune, Samsung Knox and E-Fota -Ability to cope in a challenging situation -Experience of working in a customer services role (Desirable but not essential) -Great listening skills

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About Anglian Water

-Provider of water and wastewater services to the East of England. -Supplies over six million domestic and commercial customers. -Innovative approaches to water management in water-scarce regions. -Operations cover Norfolk, Suffolk, Essex, and Cambridgeshire.

Sector Specialisms