This focus of this job would encompass full responsibility for the operational maintenance and services across the IT environment, providing day to day operational and technical support. You will be working in an extremely fast paced environment and must be able to flex and adapt to rapid change in both business needs and technological advancement.
About The Job Holder
The IT Coordinator will be a detail-oriented, proactive professional who plays a critical role in supporting and maintaining the organizations IT systems and infrastructure. The ideal candidate will have a strong technical background, excellent troubleshooting skills, and the ability to manage multiple IT-related tasks efficiently.
The job holder will act as the key point of contact for IT support across the organization, ensuring systems run smoothly and securely while supporting both hardware and software requirements. They will collaborate closely with internal teams to address IT-related issues, implement solutions, and contribute to process improvements.
WHY FOUNDEVER?
At Foundever, you will find out contact centre jobs surprising. We believe in memorable associate experiences. Here, you can improve your quality of life and grow your career. Your working life is how you spend a large proportion of your time why not spend it realizing your potential? We focus on you, and with your drive, look to create your best moments.
Key Responsibilities
- Effectively manage the IT Ticket Queue for the respective site
- Manage and oversee all IT local compliance at site, this includes include Anti-Virus, MS Patching, all software patching and any official compliance the site(s) adhere to e.g. SOX, ISO, PCI certifications (if applicable).
- To be the Eyes and Ears for IT locally, manage all IT issues onsite according to corporate processes and standards
- Support and provide backup for other IT Specialists in EMEA when there is a requirement to deliver, be this support on compliance, projects, moves or new business / site implementations.
- Maintain full responsibility for the operational maintenance of systems and services across the local Site IT environment, providing day to day operational and technical support.
- Assist with all IT escalations from the Service Desk and within IT, providing remote 2nd/3rd line technical support and assistance for all Sitel technologies located at the site, as well as client systems if approved and applicable.
- Ensure formal procedures are followed, SLAs met and high levels of internal/external customer service met with timely and appropriate communication
- Identify incident trends and methods of improvement and ensure availability, performance and integrity of technology.
- Adhere to Corporate and IT policy and ensure IT changes and incident resolutions are in line with requirements.
- Assist IT management and IT service delivery with any bespoke projects such as asset management and standardisation/remediation tasks.
- Proactively be responsible for all Health and Safety issues for the IT team, ensuring a safe working environment for all agents.
- Provide 24/7 cover (where possible/remote). Work within a high pressure environment.
- Thrive in a fast pace environment undergoing rapid technological and business change.
- Carry out technical diagnosis/analysis.
- The position must take personal responsibility to understand and comply with all company and client corporate and security requirements and policies
- Understanding & experience of the role of ITIL within IT - Advantageous
- Proven IT skills within a desktop support (2nd level role) (Advantageous)
- BPO Contact Centre experience Minimum 6 months
- Previous experience in a similar role Advantageous
- Strong verbal & written communication skills.
- Laptop and PC general support experience (Advantageous)
- Windows - Active Directory administration (Advantageous)
- Windows 7, 8 and Windows 10 operating system support (Essential)
- Understanding of Anti-Virus clients and Microsoft patch management (Preferred)
- Dell / HP Server hardware (Advantageous)
- Microsoft Office & 365 support (Advantageous)
- Email client & MS Exchange support (Advantageous)
- Building & imaging Hardware, with a working knowledge of Microsoft SCCM (Advantageous)
- DNS, DHCP management (Advantageous)
- Local printer support & centralized networked printer support (Preferred)
- Cisco and Avaya support experience (Advantageous)
- Experience with Dialer software (e.g. Altitude) and Callscripter application (Advantageous)
- Experience in first level support ticket management (i.e. IT Service Desk) (Beneficial)
Salary: Market Related
Benefits: Medical aid and pension
Contract Type: Permanent, 40 hours (full time)
Working Pattern: Core business hours
