Purpose
The main purpose of this role is ensuring that colleagues, clients, and other stakeholders have an excellent experience and support when using Frenkel Topping Group (FTG) Technology.
Key responsibilities
Responsibilities include but are not limited to:
- Responsibility for day-to-day application and end user computing (EUC) support at FTG sites.
- Improve the efficiency and effectiveness of colleagues when working with technology on a day-to-day basis. This covers all applications including case management systems and M365 administration.
- Optimising processes and systems through improvements to applications and other interfaces. This includes access control, configuration, template change, workflow, data quality and automation.
- Driving technology suppliers to deliver excellent performance. This includes any outsourced IT provision as well as direct suppliers.
- Resolving technology support incidents within SLAs, both with software support and hardware maintenance and repair as required.
- Identifying and escalating problems to relevant external suppliers where required, removing technology problems and effectively managing changes in technology.
- Liaising with external support providers and driving results to ensure best service for colleagues, clients and other stakeholders.
- Being an ambassador for technology change in the organisation helping colleagues engage with existing and new technologies that are implemented.
- Helping to protect the organisation through pro-active technology governance. This is delivered by reducing technology risk, improving IT security, increasing resilience and championing data privacy controls.
- Providing end user training, documentation and support to improve end-user technical knowledge.
Person specification
Knowledge and experience
- Experience of working in a customer facing environment.
- Experience of working in a corporate or MSP technology environment.
- Applications support with complex line of business systems that require configuration, template development, workflow design and problem resolution.
- 1st line support knowledge on a wide range of EUC and application technologies.
- Strong working knowledge of M365 administration.
- Incident management, problem resolution, change management and release management of EUC and applications, e.g. ITIL experience or something similar.
Skills and abilities
- Proactive technology incident and problem management.
- Facilitating change through application support.
- Helping fee earners be efficient and effective use of technology. This is a mixture of support, training and influencing.
- Tenacity in driving results from IT suppliers.
- Planning, organisation and timely delivery of change.
- Analysis, problem-solving and decision-making when under pressure.
- Excellent communication skills, verbal and written.
Personal qualities
- Client service ethic.
- Being an ambassador for continual improvement of applications, processes and data quality.
- Passionate about technology.
General responsibilities:
- This job description is current at the date shown, but in consultation with you, it is liable to variation by management to reflect or anticipate changes in or to the job. It is expected the post holder will when required, undertake other duties commensurate with the post and salary grading if required.
- Duties may involve having access to information of a confidential nature that may be covered by the Data Protection Act, be commercially sensitive or relate to client information. In such circumstances, confidentiality must be maintained at all times in accordance with the company policies. If you are unclear at any time, please refer to your line manager.
- Undertake all reasonable personal development actively designed to support you in your role.
And last but not least, what’s in it for you?!
We are passionate about growth and aim to provide every employee with a clear development plan, with regular reviews that enable them to reach their career goals
Working within an expanding business with an ambitious growth strategy
Fantastic benefits including private healthcare, flexible working opportunities, cycle to work scheme, company events, employee recognition and more!
Frenkel Topping Group is an equal opportunities employer that is committed to diversity and inclusion in the workplace.
Frenkel Topping Group is proud to be Disability Confident Committed. If you are invited to an interview, please let us know if you require any reasonable adjustments during the recruitment process that will allow you to perform to the best of your ability.
