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Service Desk Analyst

已发布
信息技术 Cwmbran , Pays de Galles , 英国 固定期限合同 全职
已发布

工作描述

Product / Service Planning
• Analyses and defines current and target status. Estimates cost effectiveness, points of risk, opportunities, strengths and weaknesses, with a critical approach. Creates structured plans; establishes time scales and milestones, ensuring optimisation of activities and resources. Manages services portfolio and change requests. Defines delivery quantity and provides an overview of additional documentation requirements. Specifies correct handling of products in accordance with current legislation.
• Systematically documents standard and simple elements of a product.

Testing
• Constructs and executes systematic test procedures for ICT systems or customer usability requirements to establish compliance with design specifications. Ensures that new or revised components or systems perform to expectation. Ensures meeting of internal, external, national and international standards; including health and safety, usability, performance, reliability or compatibility. Produces documents and reports to evidence certification requirements.
• Performs simple tests in strict compliance with detailed instructions.

Solution Deployment
• Following predefined general standards of practice carries out planned necessary interventions to implement solutions and services, including installing, securing, upgrading or decommissioning. Configures hardware, software or network to ensure interoperability of system components and debugs any resultant faults, incompatibilities or losses (damage).
• Engages additional specialist resources if required, such as third-party network providers. Formally hands over fully operational solution to user ICT management, and completes documentation recording all relevant information, including equipment addressees, configuration and performance data.
• Removes or installs components under guidance and in accordance with detailed instructions.

Documentation Production
• Produces documents by integrating information and maintaining compliance with relevant requirements. Selects the appropriate style and format by determining the media type and presentation mode of the documentation. Creates templates for document-management systems. Ensures that documentation complies with customers', technical and ICT application development process needs and that existing documents are valid and up to date. Provides support for the development of interactive documents.
• Uses and applies standards to define document structure.

User Support
• Responds to user requests and issues, recording relevant information. Assures resolution or escalates incidents and optimises system performance in accordance with predefined service level agreements (SLAs). Understands how to monitor solution outcome and resultant customer satisfaction.
• Interacts with users, applies basic product knowledge to respond to user requests. Solves incidents, following prescribed procedures.

补充说明

Service Delivery
• Ensures service delivery in accordance with established service level agreements (SLA's). Takes proactive action to ensure stable and secure applications and ICT infrastructure to avoid potential service disruptions, attending to capacity planning and to information security. Updates operational document library and logs all service incidents. Maintains monitoring and management tools (i.e. scripts, procedures). Maintains IS services. Manages all aspects of service availability.
• Acts under guidance to record and track reliability data.

Problem Management
• Manages the life cycle of incidents and problems. Identifies and resolves the root cause of incidents. Takes a proactive approach to avoidance or identification of root cause of ICT problems. Deploys a knowledge system based on recurrence of common errors. Resolves or escalates incidents. Optimises system or component performance.
• Identifies and classifies incident types and service interruptions. Records incidents cataloguing them by symptom and resolution.

Systems Management
• Monitors and controls the IT services and their underlying physical systems and hardware. Manages the hardware, applications, networks, servers, virtual resources and other technical systems. Ensures up-to-date administration of resources, users and authentications. Manages devices in bring-your-own (BYOD) organisation, enabling user productivity and flexibility, preventing data loss, and enhancing data security.

工作要求

Ability to manage and prioritise stakeholder expectations at all levels ranging from end user up to C-level
An ability to communicate complex technical/database related issues to business users
An ability to work in a fast-paced environment with a dynamic and flexible approach, as well as the ability to work under pressure
A collaborative approach to delivery working with various technical and business departments.
Good working knowledge of data extraction, data modelling and data reporting techniques
Do you want to join our team?
Our employees are at the heart of our success; we offer a range of competitive benefits, career progression and training opportunities helping to ensure we build the future.
Company Benefits
At Safran Seats GB, we continue to support our employees and their contribution by providing a range of benefits.
• 25 days holiday + UK Bank Holidays
• Working Hours (unless specified) are 37.5 hours per week; Mon-Thurs (8am-4:30pm), Friday (8am-1:30pm)
• ‘On Board Benefits' Programme, providing a number of schemes such as cycle to work, technology savings, retail discounts and access to private healthcare
• Fulfilling your potential with Career Progressions opportunities such as company sponsorship and further training courses
• Family friendly policies including maternity, paternity, adoptive parents, shared parental leave, parental leave and flexible working
• Equality & Diversity initiatives with internal groups for workplace engagement and involvement
• STEM engagement with schools, colleges and universities and Charitable activities for all
• Free parking onsite
• With a focus on employee health and wellbeing, we have a large, canteen/break area with indoor and outdoor seating, bicycle storage and shower/changing facilities.

工作的特殊性

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赛峰集团(Safran)是一家国际高科技集团公司,业务范围涵盖航空(推进、设备和内装)、防务和航天领域。其核心宗旨是致力于构建更安全且可持续发展的世界,让航空运输更加环保、舒适和便利。赛峰集团业务遍及全球,拥有76800名员工,2021年营业额为153亿欧元。单独或是通过合作,赛峰集团在其核心市场占据全球或地区领导地位。赛峰集团在其技术创新路线图中承诺将大力开展以环境为主导的研发项目。

赛峰集团在2021年被“福布斯”杂志评为该行业的全球第三最佳雇主。

赛峰航空座椅公司(Safran Seats)是飞机座椅领域的全球领导企业之一,为广大机组人员及乘客提供各种座椅。目前,赛峰航空座椅公司所生产的100万个座椅正服务于全球航空机群中。

76,800
名员工
27
赛峰集团经营所在国家数量
35
职业类别
  • © Safran