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IT Problem Management Technician - Student Placement 2019/20

Midlands - West
IT Problem Management
Salary Details:
£Competitive + Excellent Benefits
About The Role
The Role:
We are keen for a current university student to join us for their placement year within our IT Problem Management function. You will gain an insight and apply your education knowledge within a live environment in an IT focused company, developing your skills in an internally focused IT team.
You will gain experience delivering root cause analysis to prevent problems and resulting incidents from happening, to eliminate recurring incidents, and to minimise the impact of incidents that cannot be prevented.

Responsibilities will include:

  • Handling and logging incoming notifications and reports via telephone and email, and the assessment and prioritisation thereof.
  • Following internal documented processes and procedures to ensure all problems are investigated to agreed standards
  • Diagnosis of faults and determining whether new reported incidents are related to known errors or existing problem records.
  • Based on the results of investigative work, corrective actions will need to be supplied in a clear and concise manner, with strong empirical justification.
  • Production of statistics and reports to demonstrate the performance of the Problem Management process.
About You
A successful applicant will have/ be:
  • A genuine interest and enthusiasm for IT support and management of IT systems.
  • Excellent problem investigation and resolution skills.
  • Working towards a relevant qualification / degree.
  • Excellent written, verbal, report writing and presentation skills.
You should ideally have some experience in the following;

(As this is a placement opportunity the following are not essential, although a basic knowledge would be beneficial – these would be some of the skills you would develop within the role)

  • Experience of windows server troubleshooting
  • Basic Microsoft SQL Server troubleshooting
  • Server and storage hardware troubleshooting
  • Knowledge of networking technologies
  • Knowledge of ITIL framework

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