Description
About GBG
GBG is the leading expert in global identity and location. In an increasingly digital world, GBG helps businesses grow by giving them intelligence to make the best decisions about their customers, when it matters most. Every second, our global data, agile technology, and expert teams, power over 20,000 of the world's best-known organizations to reach and trust their customers.
Why you should be@GBG
Reach
The precision of location data is critical to businesses that need to know exactly where their customers are so they can reduce failed deliveries, share great customer experiences and remove unnecessary costs. We provide the unique insight to know locations as well as the people who live there, because we understand global addresses better than anyone else. This means our customers have confidence that their products and services will arrive in time and to the right location In the race to serve global customers, we exist to help every business in the world, reach every customer in the world.
Trust
When a digital business grows, most customers are genuine. However, many are fraudsters who manipulate identities to gain illegitimate access. We give our customers unique insight to decide which are trustworthy and which are fraudulent because we understand identity better than anyone else. This means businesses can confidently onboard good customers, reward great customers and reject fraudsters. In the fight against Identity, Fraud, trust is key, so the more you can know and the earlier you know it, the better decisions you can make.
The Team
The role fits in the IT Support & Operations team within corporate IT, which is part of the global Technology function at GBG, working to ensure that GBG delivers a world-class experience for our team members globally. IT Support & Operations team look after all aspects of corporate IT including the support of our team members on the tools that they need daily to successfully carry out their roles. We ensure that services are available for team members to utilise and that such services are the best option available to GBG in terms of quality, performance, and cost.
We strive for a timely response whilst providing the best customer experience we can.
The Role
Ensure that services are available for team members to utilise and that such services are the best option available to GBG in terms of quality, performance, and cost, all whilst delivering a positive and consistent experience.The Systems Administrator is to provide technical expertise, process management and decision making to ensure proactive operational and support of end users products and services, to deliver a frontline customer facing functions to GBG team members.
What you will do
You will:
- Provide a best in class customer service to GBG team members.
- Provide a best in class 2nd line technical support and operations service to GBG Team Members.
- Continually develop and maintain knowledge base to increase the rate of fix for GBG team members.
- Consistently apply best practice process for Incident, Problem, Requests, and operational tasks.
- Continually review and improve delivery of IT services.
- Apply best practice process for ensuring SLA’s and OLA’s are achieved.
- Continually communicate with the ITSM team to alert them of potential problems
Requirements
- To be accountable for Incident Lifecyle, Request Lifecycle, End User Knowledge Management
Achieving Performance SLAs
- To be responsible for Communication and escalation, Improving team and personal knowledge to effectively support, Continual Service Improvement (CSIP), Maintenance of communication equipment across offices, Upholding processes & procedures for support calls via JIRA Service Desk
- To contribute towards Implementation of process and performance metrics, Service acceptance of new software & hardware
Technical Skills
- Active Directory
- Exchange / O365 Administration
- Desktop support (i.e. general PC issues)
- M365 Application
- Windows 10/11
- Powershell Scripting
- Hardware support
- File/Print
- Teams Broadcast
- Problem solving
- Mimecast
- Group Policy configuration
- DHCP
- DNS
- Azure
- InTune/Jamf
- ITIL V3 and abov
Benefits
To find out more As an equal opportunity employer, we are committed to providing fair opportunities for everyone regardless of age, gender race/ ethnicity, sex, religion, age, nationality, marital status, disability, veteran status, genetic information, sexual orientation, gender identity or any other reason prohibited by law in provision of employment opportunities and benefits. Everybody is welcome and our inclusion and diversity programme, be/yourself, is designed to ensure that you can thrive.
Please inform your GBG Talent Attraction Partner if you require any reasonable adjustments to the interview process. To chat to the Talent Attraction team and find out more about our benefits and why we’re a great place to work, drop an email to behired@gbgplc.com and we’ll be in touch. You can also check out our career site here. Why not apply and make life@GBG work for you?
