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IT Systems Administrator

AMSO firmie

  • Kraków, małopolskie

  • Ogłoszenie wygasło miesiąc temu
  • Praca zdalna
  • Umowa o pracę
  • Asystent

About Us

We are AMS. AMS is a global total workforce solutions firm founded in 1996. We enable organisations to thrive in an age of constant change by building, reshaping, and optimising workforces. We do this through talent acquisition and contingent workforce management, internal mobility and skills development, and talent and technology advisory services. Our solutions are delivered by our 4500+ experts who live our passionate, bold, and authentic values. The ultimate aim is to help clients around the world, including 100+ blue-chip companies, create workforces that are fluid, resilient, diverse, and differentiated. We call this true workforce dexterity—and we’re here to help you achieve it.

The Role

The main purpose of the Administrator is to work with the rest of the Resourcing Technology team to provide efficient and flexible technology support to internal clients and across all internal technology platforms.
The Administrator will be the first point of contact for all technology support tickets and queries that come in to the team via the telephone and e-mail.
IT Systems AdministratorNumer ref.: 114571

Key Accountabilities

1. Operational Excellence
  • Responsible for reviewing, processing and dispatching (to other team members if applicable) all support tickets and queries coming in to the team via the Group Inbox, ServiceNow and Telephone
  • Take ownership and responsibility for managing low complexity support tickets and queries through to completion including (but not limited to) …
    - 1st line support for the tickets you are responsible for managing
    - Escalation to 2nd/3rd line support within the team
    - Escalation to vendor support
    - Communication with End User
    -Delivery against agreed SLA’s
  • Ensure all tickets and queries that come into the team are accurately and securely processed within the ticketing system to agreed SLA’s
  • Record and manage all information/data and actions/tasks. This information may be requested by the client and/or the business outside normal schedules and, as such, must be maintained accurately and kept up to date at all the times
  • Effectively use the ticketing system (ServiceNow) to track and record any issues received
  • Managing incoming survey requests, preparing all necessary surveys on SurveyGizmo, sending surveys out to the relevant contacts and collating the responses and passing this information to BI
2. Client Focus
  • Build and maintain strong working relationships within the team and with Internal Technology to ensure delivery against SLA’s and a consistently high quality of service.
  • Maintain communication throughout the process of solving tickets and queries; manage expectations and keeping users informed about progress throughout the process.
  • Work to consistently deliver against team and client SLA’s
3. Team
  • Support the rest of the team on an ongoing basis and working as part of the team to achieve targets and goals
  • Update the team of any changes to technology systems ensuring best practice across the team
  • Provide administrative support in other areas as required
4. Specialist / Technical Expertise
  • On-going training and development to maintain/enhance technical capabilities and system knowledge

Skills & Experience

Essential
  • Excellent communication skills including via the telephone and e-mail
  • The ability to communicate at all levels internally and externally
  • The ability to build and maintain relationships with key internal stakeholders and external partners
  • A strong attention to detail
  • The ability to manage and organise their own workload
  • Proactive problem-solving skills
  • Ability to work independently and as part of a team
  • Resilient and calm under pressure
  • Adaptable and flexible approach
  • Strong IT skills and computer literacy
Desirable
  • Experience working within SharePoint and Office 365
  • Understanding of how a support desk should operate
We offer
  • Professional training programme with knowledge about processes and a buddy who will support you during your first weeks with us
  • Private medical care and life insurance
  • Foreign language lessons provided in the office
  • Benefits from Social Fund, including Multisport card
  • Additional day off
  • Work environment supporting a work-life balance (family friendly, CSR, remote work option, flexible working hours etc.)

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