IT Assistant

Primary link and go between for RA user community currently in excess of 3000 IT consumers in the UK for IT services and associated activities, working in a challenging and diverse customer facing role representing IT, providing a 1^st class service utilising best practices to ensure an effective and efficient end user experience.

The IT Coordinator /Administrator will report into the Head of IT as part of the Chippenham based SRA IT team, supporting end users in multiple locations (currently 39) across the UK.

Specific Skills/Tasks:

· Manage the Rail Automation call help desk. Liaise with Atos helpdesk to produce an efficient management system; Keeping up to date with call SLA’s assigning calls to various queue groups and resolving calls.

· Managing New starters including: creating new IT accounts, ordering hardware, issuing hardware. Ensuring a smooth IT on boarding process for line managers is done, and with working with Atos engineers to complete machine ZTI builds. Trouble shoot system errors and partner with AskHR to correct the issues and utilise the MyIT portal throughout the process.

· Goods in and despatching of IT equipment - unloading pallets from suppliers in goods in and storing/building machines ready for despatching of goods to the users in regions and offices across the UK.

· Liaising with Line Managers to ensure SRA end users working overseas are able to access networks within the UK and associated applications using the virtual client and valid GID with on boarding in place.

· Managing Leavers including: account deletion, management of their existing assets and permissions updating records as part of audit requirements. Recycling of kit back into the business and updating asset records for auditing.

· MyIT portal duties. Includes: creation/deletion of functional mailboxes, URA, Virtual Client and Group Shares. Management of Software requests and assets, email accounts, Ordering of ZTI’s (machine builds) and admin rights, adding and amending the software basket.

· Defined sole Applicants for FIONA for SRA business, Ordering of PKI cards for all Third Party Workers, and all replacements defective or lost.

· Maintain internal telephone system/handsets. Creating new desk phone accounts and liaising with external supplier BSCL, to supply new ports, install new phones and fix damaged handsets. Registering MAC addresses within SG Portal to enable desk phones to be used within SNX.

· Oversee the existing Telefonica account by ordering new hand set devices and accounts, ceasing accounts and working with the O2 service desk to resolve connectivity or service issues both in the UK and overseas, acting as the go between for the end user community.

· Asset Management of all 3000+ employees within SRA. Auditing machines as required, ensuring infosec security measures are adhered to and hardware is assigned correctly to individuals.

· Ordering of replacement and new hardware for new and existing users. Ensuring safe return of assets from leavers and replacements to save on costs. Work with function heads to hold and assign buffer stock to aid new starter process.

· Raise requisitions within OneSRM (soon to be Spiridon/OneSRM when introduced May 2015) for IT administration role and keep track of all paperwork and contract renewals within department.

· To complete buyer role for IT equipment and Telefonica orders within OneSRM (soon to be Spiridon/ One SRM when introduced in May 2015) for all of SRA.

· Liaise with Central Finance and Accounts to ensure all invoices are matched and paid to correct orders within OneSRM system (soon to be Spiridon/OneSRM when introduced May 2015). Goods receipting orders that we request and contacting other requestors to do the same supporting Finance and timely payment of invoices and updating suppliers.

· Raise Request for Change (RFC) forms for AtoS IT support needs when advised in advance and following up to ensure support is provided across UK footprint.

· Submitting applications for onsite IT support during Commissioning’s, liaising with the requesting user and following up to ensure support is provided, providing the link between the business and Atos resource for securing commissioning support.

· Support the regional Admin team and aid the new starter process by attending quarterly site based meetings.

· Perform general admin duties for the IT department, such as: booking meeting rooms, travel.

Personal Attributes:

· Strong interpersonal skills with the ability to adapt to a changing/challenging environment.

· Excellent written, oral, and communication skills and the ability to interact effectively with people at all levels throughout the organisation in a confident, flexible and empathetic manner.

· Ability to present ideas in business-friendly and user-friendly language.

· Highly self-motivated, self-directed and keen attention to detail.

· Extensive experience working in a team-oriented, collaborative environment.

Knowledge & Experience:

• Microsoft Office Suite.
• Customer facing.
• Service desk/helpdesk experience.
• Order raising, converting and GRN’s on orders using the company ERP System.
• General typing and administration experience.