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Tech Stack
Tools & technologiesITSM
About the role
Key responsibilities & impact- Act as a primary escalation point for IT Support Engineers, providing advanced troubleshooting and technical leadership.
- Take ownership of more complex technical incidents and problems, ensuring timely and effective resolution.
- Support and further develop the ITSM tool (currently JIRA/Confluence) to design, improve, and automate workflows.
- Lead and contribute to technical project work assigned to the Technology Service Desk, ensuring successful planning and delivery.
- Demonstrate extensive experience and deep technical understanding of the Microsoft Office 365 suite and related enterprise technologies.
- Cross-skill across support areas to ensure resilience within the team and avoid reliance on single individuals for critical knowledge.
- Collaborate with the IT Service Manager to ensure effective service desk performance and SLA adherence.
- Identify and implement service improvements, automation initiatives, and process optimisation opportunities.
- Ensure high standards of documentation, knowledge sharing, and technical governance.
- Support IT asset lifecycle management and oversee complex provisioning and access control activities.
- Build strong relationships across Technology and business teams to ensure IT services align with organisational needs.
- Stay current with emerging technologies and industry best practice to future-proof IT support capabilities.
Requirements
What you’ll need- Extensive experience in IT support roles within enterprise environments.
- Advanced troubleshooting skills across Microsoft 365 and end-user technologies.
- Experience mentoring or leading other IT engineers.
- Strong understanding of ITSM principles and service improvement methodologies.
- Ability to balance operational support responsibilities with project delivery.
- Strong communication and stakeholder management skills.
- A continuous improvement mindset aligned with Allica’s values.
Benefits
Comp & perks- Full onboarding support and continued development opportunities
- Options for flexible working
- Regular social activities
- Pension contributions
- Discretionary bonus scheme
- Private health cover
- Life assurance
- Family friendly policies including enhanced Maternity & Paternity leave
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
advanced troubleshootingMicrosoft Office 365ITSM principlesservice improvement methodologiesautomation initiativesprocess optimisationIT asset lifecycle managementprovisioningaccess control
Soft Skills
technical leadershipmentoringcommunicationstakeholder managementcontinuous improvement mindsetcollaborationrelationship building