Lead Production Support Analyst managing production support operations for Individual Solutions & WFG applications. Focus on availability, performance, and operational excellence in a hybrid work environment.
About the role
- VIP Support Engineer providing exceptional IT support to VIP community and helping with their IT requirements. Collaborating with internal teams while adhering to service delivery standards in London office.
Responsibilities
- Take responsibility for the IT service provided to the VIP community.
- Liaise with F1 team members, board members, and senior management across all geographies to understand their IT requirements.
- Own all VIP incidents and requests, monitoring tickets with other resolver groups or support partners to ensure SLAs are met until resolution.
- Empowered to make decisions that benefit the business and enhance the service delivered.
- Assist with general IT activities and ticket management for London-based users when there is no immediate VIP demand.
- Mentor hardware technicians to develop their technical skills.
- Provide solutions and recommendations to improve the end-user experience.
- Proactively manage IT systems using available tools and technologies.
- Troubleshoot undocumented or unfamiliar issues, find solutions, and document them.
- Adhere to local working practices, legal requirements, and health & safety regulations.
Requirements
- Has previous experience providing VIP IT support.
- Possesses excellent interpersonal and communication skills.
- Is experienced with core Microsoft technologies and ITIL principles.
- Has hands-on experience with Apple Macs and client devices.
- Can install, maintain, and support applications across devices.
- Has experience managing infrastructure patching cabinets.
- Understands the practices and standards of a service delivery team.
- Has experience in customer-facing roles and building relationships with internal departments and external third parties.
- Is organized and able to manage their own workload to deliver agreed activity plans and meet SLAs
Benefits
- Annual performance bonus
- Enhanced maternity and paternity leave
- Private healthcare
- Help for people to take control of ongoing Health conditions such as diabetes or asthma with £500 a year available for monitoring & consultation
- Support for Neurodiverse colleagues and families with neurodiverse members with needs assessment, diagnosis and post diagnostic support for autism spectrum, ADHD and Tourette’s syndrome
- Support for Women at different life stages from streamlined fertility support through to diagnosis and monitoring of both endometriosis and menopause
- Helping our LGBTQ+ community through enhanced coverage for trans colleagues, including voice coaching, facial surgery and gender confirmation surgery
- Additions to Fertility coverage including IVF for lesbian couples and information/support around surrogacy and adoption for all.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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