Shopfloor IT Support - Crewe, Cheshire - 3 months+/RATE: £350 per day inside IR35

Role Description

About the job you're considering

You will be the first point of contact for customers, delivering the highest level of customer service and engagement, and will be pre-empting investigating and resolving Incidents.

The role will be on a client site five days a week (Monday to Friday between 06:00 to 21:00) in Crewe. There are no options for Hybrid or remote working.

Your role

• Undertake regular floor walking as a proactive support measure. Maintaining a stock of spare equipment for rapid deployment and timely issue resolution.
• Liaising continuously with customers to ensure smooth communication and efficient service whilst resolving customer queries onsite.
• Working closely with Maintenance teams to determine whether issues are IT-related or plant-related. Providing advice with guidance through user best practices, identifying and mitigating repeatable cases and creating knowledge base articles (KBA's).
• Responsibility for resolving Incidents and Service Requests to SLA using tools such as Service Now, InTune and SCCM. Engaging with MIM for the management and resolution of major incidents. Modern workplace management experience using Autopilot would be advantageous.
• Accurate IT hardware management using a Configuration Management Database (CMDB) and Active Directory (AD).
• Representing the client at daily and weekly meetings with Production and Maintenance staff.
• Part of out of hours on call rota for Crewe site to provide escort services for external engineers.

Your skills and experience

• Excellent communication and interpersonal skills, with the ability to interact effectively with customers and technical teams at all levels.
• Ability to work within a busy environment and can work calmly under pressure.
• Critical thinking and problem-solving skills, with an ability to think outside the box.
• Working knowledge of Microsoft Windows OS (10 and 11) and Microsoft 365 Office Suite.
• Understanding of IT hardware, predominately desktops and laptops, but also other mobile technologies; printers; peripherals and network fundamentals.
• A can do attitude to ensure production is resumed ASAP with perhaps a more permanent fix being deployed at a later date. Will need to be a team player with a flexible approach towards responsibilities.
• A good understanding of the additional risks associated with working within a manufacturing environment, full training (and ongoing) training will be provided.
• Interest in automation Scripting technologies, would be advantageous.
• Strong documentation capability with an eye for detail and relevant experience of manufacturing sector would be advantageous.