Onsite Engineer
Job Title:
Onsite Engineer / IT Service System Engineer
Contract Type:
Fixed Term Contract
Key Purpose of Division:
The mission of the IT Division is to deliver “best-in-class” Digital and IT services to our customers and end-users enabling business growth, and Digital “cost-to-serve”
Overall Job Purpose:
- Working directly for the IT Service Operations Manager, the System Engineer will provide desktop support for all users.
- Act within the ITIL framework across all processes.
- Deal with all requests and incidents raised by users in LPUK, including managing hardware requirements.
Key Responsibilities:
- Support the end-to-end operational service delivery to all LPUK customers and
- users, to ensure quality and consistency of service is provided using best practice
- service management aligned processes and procedures.
- Support and facilitate the agreed and appropriate measurement and reporting in
- all aspects of IT Desktop Support, ensuring KPIs and metrics are maintained and
- aligned with ITIL.
- Follow the daily operation of the desktop support processes to ensure good
- execution and compliance, identify, and report any incompliance or cross
- technology process improvement initiatives.
- Ensure that the appropriate incident and problem notification and escalation
- process and matrices are followed and escalate to a manager where appropriate.
- Monitor the daily operation of the desktop support processes to ensure good
- execution and compliance, identify, and report any incompliance or cross
- technology process improvement initiatives.
- Support the IT Service Operations Manager to achieve quality service delivery to
- customers and users and to ensure there is suitable business prioritisation of
- incidents and problems.
Desirable Education & Technical Ability:
- Desktop Support and/or 1st line expertise – ability to support end users directly.
- Excellent verbal and written communication skills. Able to communicate clearly
- and appropriately for a range of audiences. Ability to articulate complex issues
- and recommendations.
- Excellent organizational and time management skills with the ability to prioritize
- work effectively.
- Sound decision making skills and the ability to work under pressure.
- A positive proactive approach to maintaining and improving services.
- Fluent in business English – written and verbal.
- Financial Services’ experience advantageous.
- Degree educated or equivalent experience.
- ITIL v3 or v4 Foundation.
- PRINCE2 Foundation and Practitioner / Agile – Scrum Master desirable.
- Full current driving license required.
- Flexibility to travel and work at other locations where required.
- LeasePlan expects all employees to keep up to date and adhere to LeasePlan
- policies and procedures.
Desired Previous Work Experience:
- Experience in working in service delivery teams, desktop support teams, and service desk disciplines.
- Maintaining, and following ITIL processes.
- Maintaining strong and effective relationships with teams, customers, and partners and delivering excellent customer service.
- Working with multiple teams and suppliers to resolve incidents and problems.
- Monitoring and reporting against agreed SLAs, KPIs and delivering BAU objectives.
- Experience in working with offshore service providers.
- Experience of influencing and driving change and improvement.
- Service Transition expertise – ability to support the transition from project/development into application support/BAU.
- Flexible with proven ability to manage multiple tasks, prioritise work effectively and independently, and meet deadlines.