IT Support Administrator

Job Description

Why PlayStation?

Role: IT Support Administrator

Role Overview:

The IT Support Administrator will be based within the Global SIE IT Service & Support team reporting into the Senior Manager, IT Support. The purpose of the role is to provide customer focussed 2nd line support services to the SIEE business community and to ensure those support services are delivered effectively and efficiently, within a culture of continual service improvement.

Core team objectives include:
• Delivery of 2nd line IT support services to the internal SIEE business, aligned to ITIL best practice standards contributing to the overall growth of the wider SIEE business community
• Coordination of support resources, promoting knowledge share and upskilling, to achieve a trusted and respected centre of excellence
• Collaboration with other IT functions to ensure new systems, services and activities move seamlessly from project to the support environment
• Maintained focus on continual service improvement
• Asset management – control and full auditability

What you'll be doing:
• Assisting on the Walk-Up Desk for IT queries
• Ensuring the JML (Joiner, Movers, Leavers) process is adhered to, providing on-site and remote IT Inductions, and ensuring leaver devices are collected in accordance with our asset management policy.
• Provide support to the SIEE user community, proactively resolving issues through available tools and resources
• Work closely with the IT Support Managers to ensure end users enjoy a seamless experience when engaging with the Service & Support function
• Own and progress call queues and support tasks, ensuring timely updates and resolution within SLA
• Adhere to escalation procedures for customer feedback and Incidents, with a continual focus on resolution and service
• Operational readiness activities for projects and new services transitioning to BAU support
• Maintain and review knowledge articles shared with the wider SIE IT teams
• Maintain security awareness in line with Global Information Security Policy / Global Infrastructure Shared Services
• Develop and maintain procedures and knowledge articles to ensure technical support processes are efficient and effective
• Ensure continual development and improvement of technical support processes
• Deliver effective on-going support for all systems in use by SIEE, ensuring that the service provided is the highest possible given available resource
• Work with customers and internal teams to resolve incidents, problems and issues
• Promote teamwork and knowledge sharing
• Active participation in weekly team meetings and commitment to the global IT organisation
• Out of Hours support for business-critical issues, as required
• Travel to other SIEE sites as required
• Work from London offices as is needed by the business
• Project support as required

What we are looking for:

Technical
• Proven 1st and 2nd line support experience within an enterprise environment
• Good working knowledge of Microsoft Windows 10 Enterprise & MacOS
• Active Directory
• Microsoft Office 2016 Professional and O365
• Microsoft Outlook & Exchange
• Basic wireless and networking skills
• iOS / Android mobile device configuration/troubleshooting

Desirable but not required
• VMWare and virtual desktop environments
• Ivanti EPM
• Group Policy
• ServiceNow

Non-Technical
• Outstanding level of customer service and support focus
• Sound appreciation of the needs of the business user base
• Proven commitment to troubleshooting, diagnostics and root cause analysis
• Technical awareness over a wide range of hardware and software related issues
• Commitment to the promotion of cooperation and communication within support teams
• Excellent customer facing verbal and written communication

Benefits:
• Discretionary bonus opportunity
• BUPA Private Medical Insurance
• Dental Scheme
• London Allowance (if applicable)
• 25 days holiday per year
• On site Gym
• Subsidised Café
• Free soft drinks
• On site bar
• Access to cycle garage and showers
• Free eye test and glasses voucher
• Cycle to work scheme
• Employee Assistance Programme

Equal Opportunity Statement:

Sony is an Equal Opportunity Employer. All persons will receive consideration for employment without regard to gender (including gender identity, gender expression and gender reassignment), race (including colour, nationality, ethnic or national origin), religion or belief, marital or civil partnership status, disability, age, sexual orientation, pregnancy or maternity, trade union membership or membership in any other legally protected category.

We strive to create an inclusive environment, empower employees and embrace diversity. We encourage everyone to respond.

Jobcode: Reference SBJ-d9x7kk-3-143-229-82-42 in your application.