Job Description

Key responsibilities
User Support Provide support to users covering GKN technology: Desktop, Laptop, Mobile Device, Video Conferencing though not limited to these, in a windows based/virtual environment utilizing a mixed mode local and cloud based approach at both an operational task level or part of a wider project/program; Issues are potentially complex and have impact beyond local level
Work Scheduling and Allocation Organize own work schedule in conjunction with line manager order to get the job done, coordinating with support services.
Client & Customer Management (Internal) Help manage internal clients by carrying out standard activities and providing support to others.
Administration Produce, update, and provide best practice support on a wide range of Microsoft documents, databases, and other departmental systems.
Operational Compliance Develop knowledge and understanding of the organization's policies and procedures and of relevant regulatory codes and codes of conduct to ensure own work adheres to those standards. Obtain authorization from a supervisor or manager for any exceptions from mandatory procedure.
Personal Capability Building Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching. Develop and maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.
Knowledge Management System Use the knowledge management system to access specific information.
Faults Diagnosis and Correction Provide initial fault isolation and propose resolution for approval by more senior colleagues to limit and address issues promptly. Ensure all systems are maintained, up to date with required patches minimizing the risk to the local and wider organization.
Documentation and Back up Skills
Verbal Communication Uses clear and effective verbal communications skills without supervision and provides technical guidance when required on expressing ideas, requesting actions and formulating plans or policies.

Planning and Organizing Works with guidance (but not constant supervision) to plan, organize, prioritize and oversee activities to efficiently meet business objectives.
IT Support Works with guidance (but not constant supervision) to monitor, diagnose and fix technological problems.
Leverages Digital Communications with Customers Works with full competence to leverage digital communication (email, text, chat, social media) to create positive, defining moments for customers. Typically works without supervision and may provide technical guidance.
Compliance Management Works with guidance (but not constant supervision) to achieve full compliance with applicable rules and regulations in management and/or operations.
Service Into Sales Works at an intermediate level to recognize sales opportunities during service interactions to enhance overall customer service. Typically works with guidance.
Troubleshoots Technical Issues Works at an intermediate level to employ a systematic process for solving technical issues by identifying the problem and selecting an appropriate solution. Typically works with guidance.
Education Post-Secondary Non-Tertiary Education
Experience Sound experience and understanding of straightforward procedures or systems (7 to 12 months)