ABOUT US

Proserv is a global controls technology company with a heritage stretching back more than 60 years. We provide industry-leading solutions to improve the reliability, optimise the performance and extend the life of critical infrastructure across the energy sector.
Our team not only has the talent and technological expertise to deliver these transformative goals, but day-to-day, we hold to a clear set of FRESH Proserv values that underpins everything we do around the world.
So, if you believe you not only have the skills and know-how needed for this role, and you are a team player; keen to do things the right way; possess an inquisitive and creative mind; prioritise giving top-quality service and you enjoy helping and collaborating with colleagues or clients – then we really want to hear from you.

WHAT YOU NEED TO KNOW

Responsible for maintaining the company’s IT user services and systems. This role is essential to ensure business continuity – if IT services fails, the impact on the day-to-day running of the business can be significant.
To ensure this does not happen, you will be responsible for investigating, diagnosing and resolving user-based problems, collecting IT usage stats, and carrying out routine configuration and installation of IT solutions.
On a day-to-day basis, you will be called upon to help colleagues with their IT needs. This will mean you will need to share your own knowledge and experience to help others, including setting up new users in 365 and managing user devices, security and passwords. Training will be given on how we work and maintain SLA’s.
What We Are Looking For

Some of the Key Accountabilities:

• Ensure the smooth running of local IT systems, particularly Windows, ERP and Citrix
• Installation of IT hardware and software as required, using existing SCCM tools
• Printer and MFD (multifunction device) management (basic)
• Network and Wi-Fi management (basic), assisting Infrastructure team as required
• Help manage IT spares stock level to reduce hardware down time
• Act as a main point of contact for your region/site, for service desk requests
• Make sure that all incidents and service requests are registered in the service desk
• Maintain accurate IT asset inventory list, and control disposals/recycling to WEEE standard
• Be a key IT support role in future IT projects when needed, and complete our Proserv Training Matrix schedule
• Provide basic training to users on software/hardware as necessary, including IT inductions as part of our on-boarding process
• Co-ordinate 3rd line support requests with internal and external parties
• Provide basic procurement services, to procure new IT hardware, software and accessories as required any support site. Includes liaising with site GM’s
• Any other Ad-hoc duties as deemed appropriate

QUALIFICATIONS / SKILLS & EXPERIENCE

Essential

• Good standard of general education including English and Math’s at National 5 grade B (or equivalent)
• Ability to prioritise and respond quickly to requests.
• Self-driven with a desire to improve efficiencies and troubleshoot issues.
• Ability to work unsupervised, and to take responsibility for effectiveness of own work.
• Ability to troubleshoot basic hardware and software problems.
• Strong communication skills and customer service focused.
• Ability to absorb and remember processes and procedures.
• Be proactive, and work as a team.

Preferred

• IT related qualification
• Experience with Windows, Office 365 and basic networking & software install knowledge.
• Experienced in use of electronic service desk/support services
• Experienced in use of mobile device management platform, such as Intune
• Experience with Active Directory, SCCM and LANSweeper management applications
• Knowledge of managing network devices, such as printers and wireless access points
• Procurement experience, primarily handling with external vendors, and site budgets.
• At least 2 years’ experience in a helpdesk or similar role
• Keen attention to detail

There are also some physical demands on the post holder in this role:

• Capable of traveling to various facilities around the regions, as well as international locations for meetings or training as necessary and directed.
• Ability to lift and carry files, packages, boxes weighing up to fifty (50) pounds/22Kg.
• Natural or corrected vision to read printed materials and computer screen.
• Natural or corrected hearing and speech to communicate in person and over the telephone.

• Capable of properly using standard office equipment, including telephone, and a computer with keyboard.Ability to wear required Personal Protective Equipment (PPE). Includes hard hat, steel toed shoes, safety glasses, etc.

• Capable of traveling to various facilities around the regions, as well as international locations for meetings or training as necessary and directed.
• Ability to lift and carry files, packages, boxes weighing up to fifty (50) pounds/22Kg.
• Natural or corrected vision to read printed materials and computer screen.
• Natural or corrected hearing and speech to communicate in person and over the telephone.
• Capable of properly using standard office equipment, including telephone, and a computer with keyboard.Ability to wear required Personal Protective Equipment (PPE). Includes hard hat, steel toed shoes, safety glasses, etc