Merseytravel Job Vacancies – IT Support Technician

Job Description:

Reporting to the Senior Support Technician, this role will follow ITIL best practice to deliver successful IT BAU across the business. This role holder will triage service desk calls raised internally and externally and support the wider IT & Transformation Team support for call raised within the IT Portfolio and the wider IT and Transformation department.

Job Responsibilities:

• Ensure ServiceDesk software is performing within agreed SLA.
• Align to ITIL framework principles.
• Demonstrates a strong ability to identify, analyse and solve problems.
• Emphasises quality control and defect prevention at every opportunity.
• Responsible for working with suppliers to resolve issues.
• Logging, prioritising, and triaging incoming incidents into service desk in line with SLAs
• Providing 1st/2nd line diagnosis and resolution
• Owning and resolving incidents
• Provide weekly site visits to maintenance and driver depots
• Providing direct and remote support to end users
• Providing updates and information on major incidents to the business
• Providing technical support for all ICT systems and services, including cyber security, infrastructure, networks, wifi, applications and devices.
• Escalating incidents to the appropriate internal 2nd line or external vendor
• Installing systems
• Testing and fixing faulty equipment
• Supporting the maintenance of devices across the business (inc imaging).
• Ensures asset lists are maintained.
• Provides support to colleagues across the IT Portfolio and the wider IT and Transformation department.
• Rostered out of hours support.

Job Requirements:

• With a focus on achieving results, the successful candidate will be an effective communicator, self-motivated, pro-active, and have a drive to deliver improvement.

Job Details:

Company: Merseyrail

Vacancy Type:  Full Time

Job Location: Liverpool, England

Application Deadline: N/A