Job.

1 Version 1, 13th July 2018

JOB DESCRIPTION

Job Family: FCA Automotive Services – Information Communication Technology Job Title: IT Operations Team Graduate PURPOSE SUMMARY: The IT Operations Team Graduate is a member of the highly motivated, customer-focussed Service Desk Team, responsible for provision of IT service desk and associated capabilities across the FCA-AS business units. The role holder is the first point of contact for all FCA staff with an IT question or problem, and works closely with FCA staff, the in-house IT team and 3rd party suppliers for day-to-day provision of IT end-user support. The IT Operations Team Graduate also works with the IT Infrastructure and Change teams to assist in projects and portfolios of change, providing insight into business requirements and use of applications/services, and testing. Opportunities will also be provided to work as a member of the IT Infrastructure team on projects and ongoing activities during the placement. Key measures for the role include high customer satisfaction, achievement of service levels and smooth introduction of any systems/applications changes. This role represents an excellent opportunity to gain a wide cross-section of IT skills and experience at the front line of a busy IT department. PRINCIPAL ACCOUNTABILITIES  Ensure smooth running of day to day operational IT end-user services, including:

 Provide first line support for all incidents raised, logging incidents and attempting to resolve these at first line where possible, and maintaining an accurate record of actions undertaken in real-time. As required, pro-actively logging incidents as and when they arise.

 Diagnose malfunctions in the operation of hardware and software and managing escalation where appropriate, collating all relevant information required for referral by means of full incident notes, including software behaviour, screen shots and user comments.

 Maintain ownership of the incident and communicate updates effectively with the individual who raised the incident through to closure

 Review incidents to ensure these are resolved within SLA, and effectively communicate progress and status to the originator

 Maintain excellent operational relationships with resolver groups

 Configure and deploy hardware in line with standard builds and train new staff in best use of the hardware and basic application usage

2 Version 1, 13th July 2018

 Monitor and service network printers and ensure consumables are replaced as and where necessary

 Ensure that the conference room hardware (projectors, monitors, laptops, video conferencing etc.) is available and fully operational as when requests are raised

 Provide knowledge on applications and processes in use by FCA, as well as infrastructure and telephony in use by FCA

 Ensure certificate renewals are undertaken so as not to impact service

 Ensure the asset register is kept up to date for any software or hardware deployments or changes

 Under the direction of the IT Services Manager:

 Execute test plans for application or hardware changes

 Monitor and apply point/patch/security patch upgrades of client hardware and software, providing input to the Project Management Office (PMO) for all planned changes to the infrastructure/applications

 Proactively support IT audit and control requirements, including own and update relevant IT service/operations procedures and first line controls

 Take part in disaster recovery testing and business continuity planning

 Create and drive towards ‘standard builds’ for clients, ensuring consistency of implementation, standardisation of the environments and alignment to IT strategic direction

 Work with the IT team to document root cause analysis of major incidents and execute recommended changes

 Identify any underlying IT problems and work with the IT team to resolve them and execute recommended changes

 Produce process documents and instructions for all internal/external applications that require formal training – in line with the FCA 1st Level Controls Policy

 Help FCA staff to use applications by answering their questions and giving information that facilitates correct operation of hardware and software either on-site or over the phone.

 Able to cover for the IT Service Desk Analyst, providing advice on best use of FCA software and applications. Support the IT team in defining, implementing and continuously improving ITIL processes

REPORTING: Reports to: IT Services Manager Number of Reports: 0

DIMENSIONS / BUDGETS: This is an Office based role. Due to the nature of the role, there is a need for flexibility and the ability to adapt quickly to changes. This could include call-out and out of hours working

3 Version 1, 13th July 2018

if required. This role will represent IT in cross-functional teams on projects as and when required; and may be required to provide holiday cover for other members of the IT team. KNOWLEDGE, EXPERIENCE, QUALIFICATIONS: Must Have

 Ability to work independently

 Self-motivated with strong problem solving ability

 Excellent organisational skills

 Effective written and communication skills

 Ability to make decisions

 Demonstrable experience in some form of programming

 Demonstrable high level of numeracy

Useful to Have

 Experience of work on a Service Desk

 Database management experience, particularly SQL Server

 Customer-facing experience

 IT qualifications, particularly in the Microsoft stack

This job description describes the principal purpose and main elements of the job. It is a guide to the nature and main duties of the job as they exist currently, but it is not intended as a wholly comprehensive or permanent schedule and is not part of the contract of employment. I agree that this job description accurately reflects my roles and responsibilities within FCA Automotive Services Ltd. Signed: Print Name: Date: