Purpose of the role:
To provide a high quality IT Service to the business by the effective management and control, of the IT environment and specialist support organisations. Also providing 3rd line support to and be responsible for, the desktop client strategy and estate.
Main duties:
3rd line support of desktop client devices
- Desktop application, architecture and strategy definition
- Definition of security features, processes and procedures for their secure use
- Definition of the PC build and deployment strategy
Providing supplementary 2nd line Server Support
- Microsoft Server core functionality support (AD, DNS, WINS, etc)
- Key Microsoft application support (Exchange, SQL, Print servers etc)
- Account (Microsoft and Unix/Linux) creation and management
- Network folder security and permission management
- Server hardware support
- CAD/CAE application support
- Unix/Linux Server core functionality support (NIS, DNS, print servers, etc)
- Management of IT Service incidents to resolution
- Technical resolution of IT Service incidents
- Liaison with specialist support organisations
- IT Service management input to new requirements and technologies, for consideration at Lotus
- Technical input for system maintenance and outages
- IT Service Policy and process definition and enforcement
- Implementation of IT Change requests
- Adherence to IT Service processes and procedures
- Adherence to IT Change processes and procedures
- Adherence to IT Security processes and procedures
- Support documentation for BAU take-on