Main Purpose:

• The Service Analyst is an IT support professional with technical capability to help resolve colleagues IT related issues via email, phone, remote access or in person.
• To work with toolsets such as our IT's service desk and other IT management applications ensuring information entered is accurate and of high quality.
• To assist and support colleagues in the IT Services Team to deliver a highly effective, premium customer service.

Core Accountabilities:

• Processing support ticket (Incidents and Service Requests) through their lifecycle
• Resolving access related problems such as password, account lockouts etc
• Assisting with, planning, and undertaking scheduled maintenance and upgrades governed by Change Control (Change Enablement)
• Setting up accounts for staff and approved contractors in accordance with documented security protocols, ensuring that they know how to log in
• Administer Microsoft 365 access; create, edit and delete accounts including privilege users; investigate and troubleshoot faults reported.
• Support the company end user device estate, including troubleshooting issues as well as managing security patching and updates as well as proactive maintenance in line with company processes.
• Respond to, investigate, diagnose, and resolve local and remote colleagues' software issues raised on ServiceDesk
• Liaising, supervising and assisting visiting engineering and technical staff.
• Progressing colleagues' Service Requests, according to the guidelines and protocols
• Maintaining records for software licenses, consumables, and other supplies
• Contributing to the development and the implementation of Service Management processes and other continuous Improvement activities alongside the management team
• Manage Change Request and Transition related tasks though the lifecycle for the IT department and external suppliers according to guidance and protocols.
• Entry, maintenance and administration of "CMDB' type data (eg Hardware Asset related data)
• Assist in the creation and production of service reports.
• Provide support to IT Services leads and undertake activities as directed.

Key Outputs/Results:

• Demonstrate part in the high performing operation of the IT ServiceDesk function.
• Work with internal and external resolution teams to resolve Incidents and Service requests within agreed SLAs.
• Ensuring Communication to colleagues via the Service Desk tool is clear and well presented.
• Contributing to route case analysis, validation of data accuracy and reducing discrepancies
• Accurate records of various IT assets onsite and for users registered to that site.
• Answer queries and questions from the business and IT management and responding to any escalations ensuring service continuity.
• Work with Change Management and other IT suppliers to ensure the effective delivery of changes.
• Support IT Service management in any supplier management activities
• Provide the effective communication and work patterns to ensure collaborative and efficient working with other Service Analyst(s) onsite

Key Relationships:

• Member of the UK and USA based IT Service Support Analyst team
• Business process "Super Users' and business operational managers
• Internal IT Service and project delivery teams
• External 3rd party supplier support teams and supplier managers
• IT Leadership Team members

Essential Knowledge:

• ITIL V3 Service Management Foundation or demonstrable knowledge of using other IT Service Management frameworks
• Broad business and technical awareness of Microsoft, Network Infrastructure, Security and application technologies, alongside end user devices
• Sufficient level of IS/IT business awareness
• Working knowledge of the chosen service management tool or other comparable Service desk toolsets
• Knowledge of reporting methodologies and good communication skills

Technical Skills:

• Good communication skills (written and aural)
• Good technical configuration in the chosen service management package
• Good level of understanding of Office 365 and other end user technologies and devices
• Experience with SAP ERP is a plus
• High level of expertise in providing IT support face to face, over the phone and via ROTS

Successful Experience:

• Experience in an IT service team role in an SLA governed environment
• Experience of working in a Service Management team
• Experience in Reduction of Incident / Problem volumes & Service Improvement and/or Continuous Improvement activities
• Experience of providing support in a manufacturing environment

Competencies:

• Thinking for the business
• Ownership of personal contribution to IT and the business' success
• Commercial awareness
• Time management & prioritisation
• Developing self and team members
• Clear communicator
• Detail orientated and diligent.
• Customer focus