Descripción del puesto de trabajo
The purpose of the Service Desk Analyst is to manage the first and second line technical support for all departmental IT applications and services across our site, including end-user computing. This includes multi-function devices and specialised IT equipment.
To be responsible for ensuring support for existing and emerging information systems and technology (IS/IT) services, including providing technical advice to project teams.
• Asset and configuration management
Conduct life-cycle management for assets including hardware, software, intellectual property, licences and warranties. Manage usage, disposal, compliance, inventory, sustainability, cost optimisation and protection of the asset portfolio. Help to improve investment decisions and capitalise on opportunities. Comply with international standards for asset management. Document information relating to assets including identification, classification and specification of all items, and information related to storage, access, versions, etc. Apply status accounting and auditing in line with relevant criteria.
• Continual service improvement
Identify and explore opportunities for service and business improvement. Drive analysis and identify, prioritise and implement improvements and efficiencies, ensuring that the organisation derives maximum value from services. This includes recognising the potential for automation of processes, determining costs and benefits of new approaches and managing change or assisting implementation where needed.
• Customer service management
Manage customer service functions, including responding to issue reports, information requests, access, Onboarding and off-boarding processes. Use the results of customer satisfaction measurements to improve services. Ensure successful relationship with customers.
• Ownership and initiative
Take ownership of problems and proactively resolve technical problems, ensuring that technical solutions continue to meet business requirements. Know how to take full accountability for actions taken and decisions made.
• Problem Management
Initiate and monitor actions to investigate patterns and trends to resolve problems, including consulting specialists where required. Determine the appropriate remedy and assist with implementation of it as well as preventative measures.
• Service Focus
Maintain focus on the whole life of service delivery: from designing to developing to delivering and operating. Know how to ensure that a set of IT products, suppliers and vendors come together to deliver an IT service.
• Service reporting
Utilise management information and consolidate agreed key performance indicators (KPIs) into product or service measures that underpin service management of a specific product or service.
• User Focus
Understand users and can identify who they are and what their needs are, based on evidence. Translate user stories and propose design approaches or services to meet these needs. Engage in meaningful interaction
Requisitos del puesto de trabajo
o ITIL Level 3 Service Management Framework - Essential
o ITIL (Information Technology Infrastructure Library) Practitioner – Essential
o CMDB Management - Essential
o 5 to 10 years of experience in systems management and analysis, data administration, network design or programming
o A cumulative experience and significant training could be considered
o Asset & Configuration Management - Essential
o Service & Business improvement methodology and techniques – Demonstrable understanding
o Service Management Framework and knowledge of Service Life Cycle – Demonstrable understanding
o Technical understanding of industry developments to make cost effective use of new and emerging tools and technologies - Demonstrable understanding
o Have experience of client / server environments in a Microsoft infrastructure
o Excellent knowledge of Microsoft Office software (Outlook, Word, Excel, PowerPoint, Visio, Access, MS Project) and Windows 10 and Windows 7
o Knowledge of Windows 2016,
o Knowledge of SQL language
o Knowledge of information systems security standards and procedures
o Knowledge and experience in information systems security
o Experience in a manufacturing environment (an asset)
o Excellent Communication methods
o Ability to influence a wide range of stakeholders
o Customer focused
o Curious thinker
o Demonstrate and uphold the SHE UK Values & Behaviours
Especificidad del puesto de trabajo
Rarely. Possibly travel three times a year to France.
Ubica tu futuro lugar de trabajo
Concorde Way, PO15 5RL
Segensworth North Fareham Hampshire
Inglaterra Reino Unido
- © Safran