Job Abstract

The Service Desk Analyst is a customer facing role accountable for providing 1st and 2nd line IT support to all levels of the business within agreed SLA?s.

The Service Desk Analyst is customer focused and accountable for ensuring all calls assigned to them are correctly logged and managed. This includes, but is not limited to ensuring all requests for IT service and incidents are logged, categorised, updated as required and resolved or where necessary correctly escalated to other levels of support across the global support team. They are also responsible for ensuring agreed IT service management processes are adhered to and hardware and software standards are maintained in a way consistent with the ITIL and APQC frameworks.

•    Required to follow all HSE rules & regulations.
•    Ensure a professional, customer focused and efficient IT support service are provided by all team members to the business in line with agreed SLA’s.                                         
•    Educate and guide the local IT community and customers on the correct processes to log issues and request IT services and ensure these processes are followed.
•    Ensure call queues are consistently monitored and potential SLA breaches are proactively identified and managed.
•    Ensure team workload is fairly and evenly distributed amongst team members maintaining efficiency and continuity in the event of team absence. 
•    Assist in the development and implementation of best practice. Proactively identify potential improvement activities as part of a continual service improvement culture.                                                                     
•    Assist with routine call trend and root cause analysis to identify recurring themes to feed into problem management and CSI planning.
•    Ensure agreed improvement activities are successfully implemented and adopted by all members of the team.
•    Identify local team and end user training requirements and assist in the creation of knowledge and training materials as required
•    Escalate issues and problems as you become aware of them and provide IT advice and expertise for both members of your team and customers.
•    Work as an effective member of a multi skilled global IT team demonstrating professionalism and customer focus at all times.
•    Able to lift up to 50 lbs.
 

Required Qualifications:

•    3-5 yrs of experience as part of a 1st and 2nd line IT Service Desk support team (preferably within a manufacturing or large enterprise environment)
•    US Person

Preferred Qualifications:

•    Bi-lingual (Spanish/English) is strongly preferred
•    ITIL Foundation Certified (V3 or V4)
•    2nd line Desk Top support and networking experience 
•    Experience working within a large multi-tiered IT support environment
•    Ability to priorities workload and work under pressure
•    Self-directed and able to work with little supervision
•    Excellent customer focus and communication skills
•    Relevant technical IT qualifications or equivalent experience
•    Experience supporting IT systems within a manufacturing environment 
•    Experience working with continuous improvement methodologies