IT Customer Support Specialist

Experis - ManpowerGroup; East Staffordshire; On-site; GBP 60,000 - 80,000; Full time

Job summary

An established industry player is seeking an IT Customer Support Specialist to join their team at RAF Valley. This role involves providing essential support to military personnel, ensuring smooth IT operations, and managing various technical issues. The ideal candidate will possess strong customer service skills and a solid understanding of IT processes. You will be responsible for training staff, managing assets, and assisting with classroom setups. This position offers a unique opportunity to work in a dynamic environment, contributing to the success of military training programs while enhancing your IT expertise.

Qualifications

• Strong understanding of IT and its relationship to business.
• Excellent customer service and communication skills.
• Ability to manage time effectively while multitasking.

Responsibilities

• Act as escalation point for ICT operational issues.
• Provide on-site assistance and manage asset deployment.
• Support classroom setup and student inductions.

Skills

IT Understanding

Customer Service Skills

Communication Skills

Time Management

Problem Solving

Education

ITIL Foundation Certification

Tools

Service Desk Tool

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

***CANDIDATES MUST BE ELIGIBLE FOR SECURITY CLEARANCE TO BE CONSIDERED***

The post holder will provide the day-to-day interface between the customer and Babcock's internal IT provider at their nominated site. They will provide a resolution, where possible, or act as the escalation point, for all issues of an IT nature.

The role requires the individual to work within a small team with additional support provided from the UKMFTS IT Service Manager and other Babcock support functions as required.

This post shall be based at the RAF Valley facility, with requirements to travel to supported out sites, as and when required.

Key Responsibilities (day to day duties)

Escalation point for local site MFTS ICT operational issues and Flying training events. On site assistance and local workarounds to deter contract penalties and service credits. Act as a super user for all military personnel and provide training and assistance for the Ascent Contract and its particulars including presentations, student graduations, aircraft availability etc. Support of human factors and error management specifically to UKMFTS. Assist with the numerous deliveries of equipment/systems that fall outside of core IS/Picasso responsibility. Management of GBTE (simulator) incidents and relationship management with Lockheed Martin for all issues with simulators on site. Asset Management of contract specific assets including hardware and user accounts, ensuring they are aligned with LTA and contractual requirements. Ab-initio student inductions, preparation of students UADs and refresher training. Classroom set up involving configuring desks, hardware and liaising with military personnel to ensure optimum training environment. Assisting with lessons to students across UKMFTS, being on site daily for such lessons. Assist with the induction for new starters (students and Ascent staff) and leavers IT support. Manage and prepare all assets required for deployment by Ascent including for training events. SCIDA liaison. 2nd Line fault diagnosis and Incident management to agreed standards and SLAs. Assist with all technical refresh planning to ensure minimal interruption to service delivery. Ensure compliance with Babcock and the Customers regulations and procedures. Ensure Company health, safety and environmental procedures are always implemented and complied with. The nature of the Babcock business requires a high degree of flexibility for all staff; there may be a requirement for regular travel between Babcock sites within the UK.

Experience/Qualifications/Skills

Essential: Good overall understanding of IT (Strategy, Road maps, Products, Projects, Services, Processes, Applications, Infrastructure & Data) and its relationship to the business. Strong customer service and communication skills both written and verbal with the ability to influence perceptions. An enthusiastic ability to build effective relationships both internally and with the customer. Demonstrate excellent time management skills when handling several tasks at the same time. Desirable: Good commercial awareness - considers the commercial impact of all decisions. Understanding of the Flying Training Environment and Programme. ITIL Foundation Certification. Ability to problem solve complex technical issues. Work with a service desk tool to ensure requests are logged, updated and closed to agreed SLA's. Resolve any problems relating to PC's, laptops, Printers, LAN, Videoconference, and other IT and telecommunications systems.