The Coca-Cola company is looking for an experienced IT Deskside Support (DSS) Team Lead with good knowledge of IT infrastructure to provide desktop support to end users. Excellent communication and interpersonal skills are key to working successfully with IT management, the IT back-office support teams and end users. In addition, the team lead will participate in project planning and execution of relevant workstreams.

　　The DSS Team Lead role is critical in ensuring uptime of the business and enabling end users to function optimally within the IT environment.

　　What You'll Do for Us:

　　Deskside Support:

　　Work as part of, and manage the helpdesk team, which acts as the first point of contact for IT support within the organization and prioritize their workloads for Ad-Hoc, BAU & Project work.

　　Provide user support in a timely and accurate manner ensuring adherence to committed Service Level Agreements

　　Actively working with the DSS to ensure that daily, weekly, monthly tasks that are due are completed accordingly and within the expected deadlines. The Team leader will also be the triage point for anything the DSS need approval or guidance from the Technology Service Manager.

　　Perform ticket reviews and ensure that tickets are resolved within SLAs and ticket audits completed to ensure all have comments and actions within SLA whilst also ensuring that all DSS communication align with our gold star customer service excellent ethos.

　　Review IT Service Management data for Incidents and Service Requests. Track trends, report with insights and drive continuous improvement of IT Services.

　　Contribute to the improvement of IT processes, recommending changes and innovative methods.

　　Maintain an inventory of all laptops, monitors, keyboards & mouse's etc.

　　Maintain comprehensive list of IT equipment in Microsoft Dynamics.

　　Execute Annual Physical Verification of Assets and complete all related documentation and administration.

　　Collaborate with the IT team to ensure efficient operation of the organization's desktop computing environment.

　　Follow the company procedure for new joiners, movers and leaders, creating/removing user accounts and access on Windows and Mac OS laptops ensuring necessary software is installed.

　　Troubleshoot and resolve issues related to operating systems, software applications, and hardware for desktop and laptop computers.

　　Set up computer workstations, including peripheral devices, and conduct necessary software installation.

　　Perform preventive maintenance of computer hardware and software.

　　Train staff in the use of computer systems and software, basic troubleshooting and problem resolution.

　　Providing IT induction to new starters in Fruit Towers and throughout the European business

　　Provide technical & end user support for all aspects of audio and visual in live meetings and events.

　　Ensure DSS are performing regular health checks of the meeting rooms and desks.

　　Project Support:

　　Participate in project planning sessions to develop workstreams and project plans.

　　Execution of workstreams within various projects.

　　Participate in project review meetings and provide feedback on deliverables.

　　Qualifications & Requirements:

　　5 years experience in desktop support and services with exposure to Infrastructure Environments

　　Knowledge of ITSM tools, Halo, Dynamics or similar is useful.

　　Strong experience of Azure AD, AD, AD Manager, Microsoft 365, Dynamics 365, SharePoint Admin & Exchange.

　　Good knowledge of Microsoft Team and MTR rooms.

　　Education

　　Minimum Requirement: A+ & N+ with International Certification

　　IT Degree Beneficial

　　Useful Training and Certifications: ITIL, MS Azure Fundamentals & DevOps, Agile Project Management, Soft Skills

　　What We Can Do For You:

　　Innovation & Technology: The ability to work with an award-winning team that is on the cutting edge of innovation.

　　Exposure to World Class Leaders: Availability to global technology leaders that will expand your network and expose you to emerging technologies and techniques.

　　Agile Work Environment: We embrace agile with management that believes in removing barriers, so you are empowered to experiment, iterate, and innovate.

　　Career Development: The Coca-Cola Company offers a wide range of resources and programs to support your career development, including global learning programs and leadership development programs.

　　This role will be based at Innocent Drink's London office. Specific location details will be handled as part of your employment agreement.

　　Skills:

　　Project Planning; Innovation; Information Technology (IT) Services; Customer Service; Project Management; Agile Methodology; Information Technology Management; Oral Communications; Problem Solving; Written Communication; Teamwork; Adaptability; Self-Starter; Business

　　Our Purpose and Growth Culture:

　　We are taking deliberate action to nurture an inclusive culture that is grounded in our company purpose, to refresh the world and make a difference. We act with a growth mindset, take an expansive approach to what’s possible and believe in continuous learning to improve our business and ourselves. We focus on four key behaviors – curious, empowered, inclusive and agile – and value how we work as much as what we achieve. We believe that our culture is one of the reasons our company continues to thrive after 130+ years. Visit Our Purpose and Vision (https://www.coca-colacompany.com/about-us/purpose-and-vision) to learn more about these behaviors and how you can bring them to life in your next role at Coca-Cola.

　　We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state or local protected class. When we collect your personal information as part of a job application or offer of employment, we do so in accordance with industry standards and best practices and in compliance with applicable privacy laws.