Position Overview & Specifications

Responsibilities

Support, maintain, document, develop, and provide management information on the responsibilities allocated to you as defined in the Service Responsibilities Matrix with a goal of maximising performance, availability and system integrity
Work with the Owner of the service to support and maintain services that you may have a level of responsibility for, and carry out tasks as assigned by the Owner when required
Provide other support and assistance (to any other member of the team, as well as IT & Miller staff) as required that may be outside of your allocated responsibilities should this be necessary
Deal effectively and efficiently with work requests assigned to you (including support calls and other tasks that fall within your remit) by taking ownership throughout, ensuring appropriate and timely responses and resolutions are achieved in order to minimise adverse business impact
To play an active role in the process of Change Management as it relates to IT & the Support Team (and your allocated responsibilities), with an emphasis on the identification of risk and its impact on the business
Identify potential improvements to the IT Support provision, and implement these improvements when requested
Ensure that the equipment supported is legally compliant (e.g. software licenses) and raise with the Service Desk Manager if not
To acquire and maintain a detailed understanding of customer requirements as a means of identifying potential service problems and of providing excellent customer service
Ensure that all work is carried out in accordance with Miller general and IT specific procedures and best practice recommendations
Adhere to and meet fully the expectations of Miller, as set out in its policies and procedures, training material, and embedded in its systems and controls. Our policies and procedures are written to encapsulate the compliance, legal and financial crime related legislation and regulations which apply to Miller
Comply with any external rules and requirements imposed on individuals performing their role at Miller, such as Lloyd’s byelaws and FCA rules
Promote Miller brand and values to enhance Miller’s reputation in the market