Role Profile

Business Unit

Group IT


Esh Winning

Job Title

IT Business Support Technician

Reports To

Business Support and Project Manager

Revision No


Date of Last Revision


Job Purpose:

Responsible for 1st and 2nd line support to users across the Group in both the UK and Internationally, via the Hargreaves IT Helpdesk.

Provide end users with the appropriate hardware/software including the build of Company Standard devices.

Assist and support day-to-day Group IT initiatives/projects, providing periodic reports and analysis on IT business processes.

Job Context:

·       The post holder will be a member of the Group IT Business Support team.

·       Oversee the Group IT Business Support/Helpdesk function.

·       Work closely with employees on issues to improve customer relations and technical support.

·       A member of specific project teams, delivering I.T. and Business Unit projects

·       Carry out communication in a professional manner and according to accepted business practices.

·       Use courteous language and positive tone in all communications reflecting a service-oriented philosophy.

Main Responsibilities

·       Act as initial point of contact for new IT Calls.

o  Ensure that all calls are logged to the helpdesk.

o  Troubleshoot 1st and 2nd line issues and escalate as appropriate.

o  Prioritising the resolution of calls.

o  Ensure help desk system information is up to date.

o  Ensuring helpdesk tickets are responded to and closed within the agreed SLAs.

o  Creating X3 Purchase Orders for Business Support items.

·       Assist Business Support and Project Manager.

o  Highlighting to the Business Support and Project Manager any improvements to processes.

o  Highlighting to Business Support and Project Manager any issues or areas of conflict.

o  Ensure Business Support processes are followed as documented.

·       Hardware builds as per build specification.

o   Installing authorised software on desktops/laptops as appropriate.

o   Oversee software applications and compliance there of using appropriate tools. (Example: Tenable).

·       Site visits to Hargreaves locations when applicable.

·       Support cross-discipline IT Projects.

·       Responsible for the IT Store/Stock, housekeeping and disposal of equipment.

Person Specification:

·       ITIL knowledge (preferable)

·       Previous experience of I.T. Business Support function (preferable).

·       Knowledge of Windows Servers, Microsoft Exchange, and MS Office Packages.

·       Strong communication skills, both verbal and written.

·       Self-motivated, enthusiastic and a positive approach to work.

·       Time management skills.

·       Attention to detail.

·       Strong problem-solving and analytical skills.

·       Ability to work on own initiative.

·       Educated to at least HNC Level standard or equivalent in an IT-related subject.