Service Support Analyst

Associated British Ports Holdings Ltd ,
Ipswich, Suffolk
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Overview

Here at Associated British Ports we are recruiting for a number of Service Support Agents to join our new IT Function. We are currently undergoing an IT transformation, and this is an exciting time as we build an IT function that will drive technological change within Associated British Ports. As a Service Support Analyst you will provide customer focused front-line IT support to ensure the service we provide is of a consistent, high quality. This will be achieved using communication tools such as instant message, phone, teleconference, email, and video conference. You will manage and take ownership of incidents, requests and small projects from first contact to final resolution or escalation. This may involve timely escalation to the Infrastructure, Network teams and 3rd parties where required. A natural aptitude for problem solving and the ability to work in an effective team. Visits to other sites across UK will be necessary on an ad hoc basis. This is an excellent time to join the time to join the team as it grows and goes through an exciting period of change. The Ipswich office is situated at the marina, in the heart of the vibrant and lively city centre. We offer a competitive salary and great benefits including 26 days holiday (plus bank holidays), private healthcare, annual bonus, holiday purchase scheme, excellent pension and lots of employee discount offers Accountabilities First-line support of incidents service requests and alerts to agreed service level targets and quality standards. Consistent approach when handling calls and emails to the service desk, as defined in the IT policies and procedures. Troubleshooting/managing technical issues (and recording and documenting actions). Escalating incidents and service requests promptly when necessary. Tracks, monitors, and communicate request status to customers through to resolution or escalation. Reacting to monitoring alerts and daily checks that suggest system failure. Providing an effective and efficient service to all our customers. Planning and prioritising requests and workload. Active involvement in service improvements. Skills, experiences, qualifications and competencies Essential Exposure to and experience of the following technology: Active Directory Management Console Management of a Citrix environment Microsoft Office Suite – troubleshooting and familiarity Microsoft Window 10 operating systems – troubleshooting and familiarity Mobile Telephony – mobile phones configuration and support Networking and telephony – basic network troubleshooting Desktop devices/build technologies, experience of build technology and endpoint builds Has worked in a team environment and can demonstrate team working skills Has a flexible attitude to work and can demonstrate adaptability. Proven experience in an IT Support role Experience of use of an IT ticketing system. ITIL working knowledge. Full driving licence. Experience working in a fast-paced environment. Exposure to Office 365 administration and support experience. Ideal Exposure to administration of phone systems. Exposure to Application of Build/MDT technology. ITIL Qualified (Foundation). Degree/apprenticeship/BTEC/NVQ Level 3 in a relevant subject. This job was originally posted as www.totaljobs.com/job/89926935

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