IT Specialist

- Provide on-site 2nd line technical support and administration for Pilgrims four legacy business sectors - Act as an ambassador for the IT department, providing a professional and efficient service to colleagues - Deliver user education and guidance on technology to colleagues - Serve as the point of contact for technical issues through incident resolution - Participate and engage in projects and service improvements - Identify, own, and implement proactive maintenance plans, including essential upgrades and software patches - Monitor and review service performance at a component level, producing reports with risk mitigation recommendations - Liaise with 3rd party vendors regarding technical build, support, and maintenance - Meet levels of service in line with published or agreed SLAs - Adhere to all Pilgrims processes, including raising, reviewing, and approving change controls - Identify, investigate, update, and resolve problem records - Maintain the configuration management database - Ensure active handover to support engagement ensuring that implemented technology is supportable and maintainable - Handle tickets, updating, referral, and closure of tickets - Create, develop, deploy, and resolve Business Change Request (BCR) tickets - Identify and drive service and efficiency improvements - Ensure all supporting documentation is maintained in line with technology improvements and maintenance activities - Maintain awareness of current developments, including production of associated product life-cycles and roadmaps - Be available to work unsociable hours when required, which may include short durations away from home