IT Support Specialist

YTL UK; Bath; Hybrid; GBP 28,000 - 36,000; Full time

Benefits offered by this job

Pension up to 20%

Career development

Holiday 25–28 days

Holiday buy/sell

Healthcare package

Life assurance 8x salary

Electric car salary sacrifice

Cashback discounts

Volunteer day

Enhanced family leave

Wellbeing platform

Mental health support

£1,000 referral fee

Job summary

YTL UK is seeking an IT Support specialist for a 12-month fixed-term contract. You will diagnose and resolve IT incidents, assist with projects, and configure laptops, mobiles and software to support colleagues across the organisation.

You will maintain asset records, support onboarding of new staff, and help with Field Engineer duties as required. Strong Windows, O365/SharePoint knowledge and excellent customer service are essential.

Qualifications

• Sound knowledge and experience in first and second-line IT support to agreed SLAs.
• Good working knowledge of Microsoft products, especially Windows10, Windows11, O365 and SharePoint.
• Excellent communication and customer service skills.
• Experience working to establish incident management and request fulfilment SLAs.
• Experience with performance metrics for call and ticket handling, both qualitative and quantitative.
• Knowledge and experience using remote control tools to diagnose and resolve IT incidents.
• Broad, good knowledge of our business areas and the systems we use.
• Good organisational skills.
• The ability to learn and understand new systems quickly.
• The ability to keep abreast of industry innovation and leading IT initiatives.
• The ability to adapt to the changing needs of end users.
• The ability to liaise effectively with internal and external contacts.
• Awareness of packaging and deployment tools such as SCCM.
• Knowledge of supporting smartphones and their operating systems (iOS and Android).

Responsibilities

• Diagnose and resolve first and second-line IT incidents and requests to SLAs.
• Support projects to deliver new or changed services across the organisation.
• Build and configure laptops, desktops and tablets.
• Register and configure mobile devices.
• Maintain asset information in the ITSM system.
• Repair broken IT equipment for reuse.
• Install ad hoc software on customer devices.
• Reset and change customer passwords.
• Facilitate accounts, software and hardware for new starters and movers.
• Disable accounts and access for leavers.
• Set up network folder access for users.
• Act as IT Support Specialist in Operations Centre responses.
• Safely move IT equipment when users change location.
• Assist onboarding of new IT Support Specialists via shadowing.
• Assist with Field Engineer duties as needed.

Skills

First & second-line IT support

Windows 10/11

O365

SharePoint

Customer service

Incident management SLAs

Remote control tools

Mobile device support

IT asset management

Tools

SCCM

Remote desktop tools

Job description

Do you have a keen interest in IT? If so, we have an exciting role available within our IT Support team.

You will provide telephone, web, and face-to-face support to all business users regarding IT incidents and requests.

This is a 12-month fixed-term contract.

What you'll do

In this role, you will:

• diagnose and resolve first and second-line IT incidents and requests to agreed Service Levels Agreements (SLAs)
• help support projects to deliver new or changed services across the organisation
• build and configure laptops, desktops and tablets
• build and configure mobile phones, both smart and dumb
• maintain accurate and up-to-date asset information in the ITSM tool
• repair broken IT equipment so that it can re-used
• install ad hoc software on customer devices
• reset and change customer passwords
• facilitate accounts, software and hardware for new starters and movers
• disable accounts and access for leavers
• set up customers with access to network folders or files
• act as the IT Support Specialist in responding to issues at our Operations Centre
• safely move IT equipment when business users change location
• assist with the onboarding of new IT Support Specialists through shadowing
• assist with Field Engineer duties as and when necessary.

What you'll need

• Sound knowledge and experience in first and second-line IT support to agreed SLAs
• Good working knowledge of Microsoft products, especially Windows10, Windows11, O365 and SharePoint
• Excellent communication and customer service skills
• Experience working to establish incident management and request fulfilment SLAs
• Experience with performance metrics for call and ticket handling, both qualitative and quantitative
• Knowledge and experience using remote control tools to diagnose and resolve IT incidents
• Broad, good knowledge of our business areas and the systems we use
• Good organisational skills
• The ability to learn and understand new systems quickly
• The ability to keep abreast of industry innovation and leading IT initiatives
• The ability to adapt to the changing needs of end users
• The ability to liaise effectively with internal and external contacts
• Awareness of packaging and deployment tools such as SCCM
• Knowledge of supporting smartphones and their operating systems (iOS and Android).

What you'll receive

• A combined pension contribution of up to 20%.
• Career progression and professional development opportunities.
• 25 days' holiday rising to 28 with length of service.
• The opportunity to buy up to ten days' holiday and sell up to five every year.
• A healthcare package that allows you to claim back healthcare costs.
• Life assurance of up to eight times your salary.
• A new electric car in exchange for part of your gross salary, subject to conditions.
• Cashback and discounts from more than 3,000 retailers.
• One paid volunteering day each year.
• Enhanced family leave and pay arrangements.
• An interactive health and wellbeing platform.
• Support from mental health first aiders.
• A £1,000 referral fee if you recommend someone to work for us.

Who we are

YTL UK is part of the international YTL Group based in Kuala Lumpur. The UK companies include:

• Wessex Water – one of the top-performing water and sewerage companies in England and Wales, serving 2.9 million people across the South West
• YTL Developments – a major UK developer currently redeveloping a 350-acre former airfield into an award-winning, exciting mix of houses, apartments, schools, commercial space, restaurants and hotels, to make a truly sustainable new community
• YTL Construction UK – a top 20 UK contractor providing fully integrated services to infrastructure, residential, commercial, industry, energy and environmental sectors
• YTL Arena – the development and operation of an entertainment complex that includes a 20,000 capacity arena, conferencing and exhibition space
• plus a number of other retail,environmental and specialist businesses.

Our people tell us that YTL UK is a great place to work, which is why so many of them stay with us! You will have a unique opportunity to develop and progress your career within such a diverse group.

We are passionate about diversity and inclusion – with that in mind, all applicants are welcome. We are delighted to have signed the Armed Forces Covenant and are a Disability Confident Employer.

If you require reasonable adjustments to be made during the recruitment process, please inform a member of our Recruitment team.