Communicate, follow up with end users until resolution of the tasks given to meet the target given.
Responsible for the provisioning of IT Service Requests within the agreed SLA for local IT.
Focus on both the manual completion of open requests and continuously looking for opportunities to improve the process and remove manual effort in fulfilling requests, either via automation or simplify the process.
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Deliver timely and effective incident resolution and escalation management, ensuring service level agreements (SLAs) are consistently met for response time, resolution, and communication.
Support employee onboarding and offboarding activities, including system access provisioning, equipment setup, and decommissioning.
Maintain accurate IT asset inventory records and ensure compliance with established IT policies and procedures.
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Support continuous improvement by maintaining knowledge articles, completing structured shift handovers, and contributing to a 24/7 global support operation.
Accurately diagnose, categorise, prioritise, and escalate incidents and requests in line with service targets and operational standards.
Ensure seamless handovers to resolver groups and between shifts, with clear ownership, status updates, and next actions documented.
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Administer and maintain company email accounts, software applications, system accounts, and user access permissions in accordance with internal IT policies and security requirements.
Install, configure, update, and maintain operating systems, business applications, and productivity software to support business operations.
Manage end-to-end IT onboarding activities for new employees, including preparation and deployment of IT equipment, email account setup, software installation, user account creation, and system access provisioning.
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Expert on knowledge tools, client management tools and remote control software to help resolve at least 80% of calls online, without having to dispatch to service partners or desk side support technician.
Needs to quickly diagnose triage issues and deliver a high level of customer satisfaction.
Monitor queues for ticket misroutes, unresolved, or those requiring deep investigation.
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Achieve sales and GP budgets through product demonstration with confidence and credibility to customers the technical and commercial benefits of IMI Precision Engineering’s products and their differentiation from the competition
Undertake effective up to date market trend, information analysis of situations and data and thus providing feedback to management team to drive continuous improvement
Play a key role in securing excellent, valid commercial contractual terms by Assessing and identifying opportunities to reduce commercial risk, and negotiating of appropriate contractual terms and conditions and obligations
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Ensure all workstations remain updated with approved software, security patches, antivirus protection, and operating system updates.
Install, configure, and support business and creative software, including Microsoft 365, Google Workspace, Adobe Creative Cloud, Autodesk Maya, ShotGrid, and Nuke.
Manage Active Directory user accounts, access permissions, and multi-factor authentication (MFA).
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Achieve sales and GP budgets through product demonstration with confidence and credibility to customers the technical and commercial benefits of IMI Precision Engineering’s products and their differentiation from the competition
Undertake effective up to date market trend, information analysis of situations and data and thus providing feedback to management team to drive continuous improvement
Play a key role in securing excellent, valid commercial contractual terms by Assessing and identifying opportunities to reduce commercial risk, and negotiating of appropriate contractual terms and conditions and obligations
...
Achieve sales and GP budgets through product demonstration with confidence and credibility to customers the technical and commercial benefits of IMI Precision Engineering’s products and their differentiation from the competition.
Undertake effective up to date market trend, information analysis of situations and data and thus providing feedback to management team to drive continuous improvement.
Play a key role in securing excellent, valid commercial contractual terms by Assessing and identifying opportunities to reduce commercial risk, and negotiating of appropriate contractual terms and conditions and obligations.
...
Achieve sales and GP budgets through product demonstration with confidence and credibility to customers the technical and commercial benefits of IMI Precision Engineering’s products and their differentiation from the competition
Undertake effective up to date market trend, information analysis of situations and data and thus providing feedback to management team to drive continuous improvement
Play a key role in securing excellent, valid commercial contractual terms by Assessing and identifying opportunities to reduce commercial risk, and negotiating of appropriate contractual terms and conditions and obligations
...