Job Description

Reports into: Technology Support Manager


Department: Technology Services


Location: Hendon, occasional travel to GAIL's retail locations and head office


Working Hours: 40 hours (shifts covering 8am to 6pm)


Evenings and weekend on-call rota cover



Overall Purpose of the Role

A hands-on role to deliver technology service level agreements with the wider business. Resolve questions related to systems, software, connectivity and hardware. Successfully triage questions and deliver self-help solutions and recommendations. Co-ordinate escalation and resolution of incidents with technology partners and across the wider technology team. Develop effective working relationships with colleagues within and beyond Technology to ensure that a consistent, high-quality service is delivered.


Areas of Responsibility

Reporting to the Technology Support Manager. Work flexibly and be part of the on-call rota. Demonstrate exceptional customer service skills with a positive problem-solving attitude, delivering high quality technical support to the business Deal directly with end users and working to resolve calls within agreed Service Level Agreements (SLA) Provide hardware and software support both locally and remotely for the Group Take on additional tasks or responsibilities as business needs dictate and/or as part of own professional development Manage your question / ticket queue effectively and efficiently by owning incidents and requests, ensuring regular, accurate and courteous updates are given to the user(s). Liaise with and escalate issues. Possible travel around London to resolve issues requiring intervention


Experience/Skills:

A working knowledge and ideally some experience of supporting IT applications, platforms, and technologies (M365, Azure, Active Directory, hardware) Strong organisation skills, personally and professionally. "Can do" outlook and approach to work. Technology qualifications / certifications a bonus. Excellent written and verbal communication skills Ability to investigate and troubleshoot issues, be curious, always keep users up to date, and drive solutions to a conclusion. Demonstrate the ability to think around issues and look at the bigger picture to provide solutions through a variety of problem-solving techniques. Ability to prioritise issues according to business needs, and to escalate when necessary/appropriate, and problem solve An ability to think critically about systems and to adjust consistently as needed Document learnings to build the knowledge repository. Willingness and ability to learn about standard and bespoke applications


What we offer

Free food and drink when working 50% off food and drink when not working 25 days holiday + Bank holiday Pension Scheme Discounts and Savings from high-street retailers and restaurants 24 hour GP service Cycle to work scheme Twice yearly pay review Development programmes for you to RISE with GAIL's * SCA Qualifications & AST