Bell Integration is an IT Services company specialising in Infrastructure technology and services including IT lifecycle management, Managed Services, and Consulting & Project Services.
We provide onsite and remote Managed Services for a variety of customers across Telecoms, Retail, Media and Financial Services. This can range from desktop support to hardware lifecycle management to specialist technical support.
This role will be both fulfilling an End User Support position internally for Bell. Ensuring our employees are operational so that they can support our customers.
ACTIVITIES:
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Deal with escalations from the service desk and help the team where needed
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Engage in internal projects and be one of the technical team members involved in configuration and set up
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Contribute ideas for continual improvement of team and service delivery in general
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Understanding of Azure subscriptions and their groups
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Managing and configuring Intune policies across macOS, Windows, iOS and Android
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Implementing integrations within projects for various applications
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Scripting/automation
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Proactively drive tickets and workflow and assertively chase any tickets languishing in queues
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Monitor SLAs, escalate (and where possible help expedite) any threatened SLA breaches
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Provide training to other team members including the Service Desk
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Complete tasks and administration as defined by the business
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Ensure all entries to the ITSM tool are accurate, concise and timely
- Be continually focussed and maintain an ongoing understanding of the interdependencies that Problem, Change and Configuration Management processes have on good Incident Management.
- Pursue personal development of own skills and knowledge necessary for the effective performance in the assigned role.
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Push the high-performance boundary by demonstration of unrelenting effort to close incidents, for known errors, without the need for functional escalation.
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Establish and maintain effective working relationships with customer contacts, colleagues and management taking task guidance from your line manager
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Maintain an ongoing awareness of the customer base and the contractual service support and delivery entitlements.
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Maintain an ongoing awareness of all standard operating procedure (SOP) content keeping abreast of new releases or updates
COMPETENCIES
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Ability to work on your own initiative and learn new skills
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Positive and enthusiastic team player
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Excellent communication/ customer service skills and experience
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Logical approach to problem solving
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Attention to detail
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Be able to work alone and follow instructions from other team members and from other departments
