IT System Administrator

To provide group wide IT support to the business and in supporting the defining, documenting and communicating of IT services, ensuring these are delivered effectively, efficiently and in line with agreed performance metrics.

Acting as point of escalation for the Service desk analysts and wider business this role will deliver solutions on time and to high specifications, with a focus on understanding trends and behaviours to minimise the need for support.

Responsibilities

• Deliver IT Services that meet agreed service levels, prioritising responses to best support the business and ensure optimal service delivery, maintaining high performance levels for service related processes and implementing improvement where required
• Involved in defining processes that the Service Delivery team adheres to & documenting, maintaining and evolving the Service catalogue, including SLA’s, ensuring alignment to IT guardrails
• Provide desktop and server support services and maintenance based on the needs of the business and IT users
• Build, configure and support IT equipment, servers etc and upgrades as and when required, including the installation of new service packs and software
• Plan and manage routine repairs and upgrades and respond to faults/failures ensuring all major issues are documented appropriately and escalated where required
• Ensure the group asset management database is updated and maintained accurately and in a timely manner
• Monitoring and reporting of system performance, and service delivery metrics
• Continuously improve IT service processes and procedures, with a focus on Customer satisfaction and efficiency, implementing recommendations in order to minimise future service disruption
• Understand data and trends to maintain continuous operation for end users, with focus on reducing demand by proactively preventing issues occurring
• Support in the provision, monitoring and maintenance of end user distributed IT equipment and SBG infrastructure (where required) to ensure they are under management and meet business requirements
• Ensure all service desk calls are logged and updated accurately and in a timely manner, in accordance with agreed metrics and that continuous engagement, communication and updates with users is maintained
• To act as an IT point of contact & escalation point for incidents and / or escalation of service issues.
• Understand all relevant IT service related controls, key performance & risk indicators for IT Services and the relevance and impact on your day to day activities
• Ensure all processes, procedures and policies are followed to current regulatory & policy standards
• Provide technology support for meeting room resources, ensuring continuous availability of meeting room equipment and educating users on effective usage
• Provide technical support for hardware/software within the Group operation adhering to all IT working policies and standards.
• Work closely with all IT services and functions, providing service delivery expertise and ensuring new and changed services are effectively designed, documented and trained prior to release and that service delivery considerations are taken into account and delivered prior to release/update
• To undertake ad hoc projects and duties as and when required, to support the needs of the business or to achieve departmental objectives.

Critical skills required

• Excellent customer service skills, with a focus on satisfying the needs of users of IT services
• Strong communication skills with the ability to translate complex technical topics into simple, consumable language
• Decision making skills to make effective and at times rapid decisions, developing solutions to solve issues/problems
• Continuous improvement mindset to proactively identify enhancements and drive efficiency in service delivery
• Good attention to detail to ensure delivery is in line with user needs and best practice guidelines/IT guardrails and accuracy of data is maintained at all times
• Able to analyse technical situations, propose & develop effective solutions, test and implement in accordance with best practice.
• Ability to prioritise and manage time effectively in fast paced environments, balancing multiple competing needs to deliver a high quality service to users
• Discretion, since secret and confidential data is held on computer systems.

Critical knowledge required

• Detailed knowledge of Microsoft Active Directory/Entra
• Good understanding of IT systems, infrastructure and emerging technologies
• Group policy implementation and administration.
• Network management practices and procedures, including TCP/IP services, DNS.
• Computer & Server hardware maintenance, installation, and commissioning
• Knowledge of building and deploying workstations using automated tools
• Knowledge of effective IT service management and methodologies
• An understanding of cyber security best practice

Critical behaviours required

• Continuous focus on impact to customers and users with a positive attitude to meeting their needs
• Collaborate to make informed decisions and display clear accountability & ownership
• Celebrate success and learn and improve from mistakes
• Provide timely and specific feedback to support growth

Personal profile

Qualifications required

Desirable

• ITIL Foundation
• Relevant Microsoft Certifications
• SDI SDM or SDA
• CompTIA Certifications
• Degree level qualification or equivalent

Experience required

Essential

• Able to manage complex issues within a Windows domain, able to deal with issues in Active Directory, Group Policy, etc.
• Able to administer and troubleshoot issues with TCP/IP and associated services.
• Demonstrate experience in the building, configuration and troubleshooting of client hardware.
• Able to use various server/ desktop tools to resolve user/ system issues and problems.
• Supporting cloud environments.
• Operate as part of a service desk team to provide IT support services to staff
• Supporting virtual environments
• Administration of systems and applications, managing upgrades and patching on the systems to continually improve service.
• Administration of Security products.
• Administration, maintenance and support of O365 & M365
• Providing remote support to field staff

Desirable

• Working to ITIL standards
• Administration of Microsoft back-end systems, Exchange, IIS, SharePoint

Our Expectations

Our Approach to Risk Management

• You will require an awareness of operational and regulatory risk, which may impact on SBG. You will be responsible for reporting to their line manager any risk which may impact on the business.

Three Lines of Defence Risk Management Model

• You will be required to deliver your role competently and comply with the relevant standards and procedures, ensuring that SBG deliver a service where suitable advice is given to the end consumer, which is adequately recorded and ultimately promotes good customer outcomes. This can either be through direct influence or in a support services capacity.

The Consumer Duty Principle

• You will be required to highlight to your line manager procedures and processes that may impact on SBG’s ability to deliver good outcomes for retail customers and/or may lead to foreseeable harm. Where possible and relevant to your department, put forward suggestions that could positively impact the outcomes achieved by retail customers.

Information Security

• You will need to be aware of all information security principles, policies and procedures and ensure these are followed on a day-to-day basis. You will be required to remain vigilant at all times and report any security concerns, suspicions and/or breaches in a timely manner.

SBG’s 6 Star Service Delivery

• You will need to demonstrate an understanding of what 6-star service delivery means in your role. This will be evidenced through your day-to-day behaviours and performance measured against your team’s 6-star service objectives.