IT Customer Support Specialist

Experis UK; Wales; On-site; GBP 60,000 - 80,000; Full time

Job summary

An established industry player is seeking an IT Customer Support Specialist to serve as the primary interface between customers and internal IT services. This role involves resolving IT issues, providing on-site assistance, and managing contract-specific assets to ensure compliance. The ideal candidate will possess strong customer service skills, a good understanding of IT strategy, and the ability to troubleshoot complex technical issues. Join a dynamic team at RAF Valley and contribute to the success of vital training operations while enjoying a collaborative and supportive work environment.

Qualifications

• Strong understanding of IT products and services.
• Excellent customer service and communication skills.
• Ability to manage multiple tasks effectively.

Responsibilities

• Act as escalation point for operational issues and provide on-site assistance.
• Manage contract-specific assets and ensure compliance.
• Perform 2nd line fault diagnosis and incident management.

Skills

IT strategy understanding

Customer service skills

Communication skills

Time management

Relationship building

Troubleshooting technical issues

Education

ITIL Foundation Certification

Tools

Service desk tools

Job description

Role

IT Customer Support Specialist

Length

6 months

Location

RAF Valley - 5 days per week onsite

Rate

£250 to £275 per day via umbrella

Note: Candidates must be eligible for security clearance to be considered.

Job Description

The post holder will serve as the primary interface between the customer and Babcock's internal IT provider at their designated site. They will resolve IT issues when possible or escalate them as needed. The role involves working within a small team, with support from the UKMFTS IT Service Manager and other Babcock support functions. The position is based at RAF Valley, with potential travel to supported out sites as required.

Key Responsibilities

1. Act as escalation point for local site MFTS ICT operational issues and flying training events.
2. Provide on-site assistance and workarounds to prevent contract penalties and service credits.
3. Serve as a super user for military personnel, offering training and support for the Ascent Contract, including presentations, graduations, and aircraft availability.
4. Support human factors and error management specifically for UKMFTS.
5. Assist with equipment and system deliveries outside of core IS/Picasso responsibilities.
6. Manage GBTE (simulator) incidents and liaise with Lockheed Martin regarding simulator issues.
7. Manage contract-specific assets, including hardware and user accounts, ensuring compliance with LTA and contractual requirements.
8. Conduct ab-initio student inductions, prepare UADs, and provide refresher training.
9. Set up classrooms, configure hardware, and coordinate with military personnel to optimize training environments.
10. Assist with lessons across UKMFTS, being present onsite for training sessions.
11. Support induction processes for new starters and handle leavers' IT support.
12. Manage and prepare assets for deployment by Ascent, including for training events.
13. Coordinate with SCIDA.
14. Perform 2nd line fault diagnosis and incident management, ensuring adherence to SLAs. Assist with technical refresh planning to minimize service disruption.
15. Ensure compliance with Babcock and customer regulations and procedures.
16. Implement and adhere to health, safety, and environmental procedures.
17. Maintain flexibility to travel between UK sites as required.

Experience, Qualifications, and Skills

Essential

• Good understanding of IT strategy, products, projects, services, processes, applications, infrastructure, and data, and their relationship to business.
• Strong customer service and communication skills, both written and verbal.
• Ability to build effective relationships internally and with customers.
• Excellent time management skills for handling multiple tasks.

Desirable

• Good commercial awareness, understanding the business impact of decisions.
• Knowledge of the Flying Training Environment and Programme.
• ITIL Foundation Certification.
• Ability to troubleshoot complex technical issues.
• Experience with service desk tools for request logging and SLA management.
• Proficiency in resolving issues with PCs, laptops, printers, LAN, videoconferencing, and other IT/telecom systems.