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IT Service Analyst

Avon Rubber p.l.c.

Cadillac, MI | Full Time

$50k-61k (estimate)

11 Months Ago

IT Service Analyst

Avon Rubber p.l.c. Cadillac, MI

$50k-61k (estimate)

Full Time | Durable Manufacturing 11 Months Ago

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Avon Rubber p.l.c. is Hiring a Remote IT Service Analyst

Job Title: IT Service Analyst

Location: Cadillac, MI

Purpose of Position:

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, manages the operation of the Avon IT’s service desk ensuring information entered into the system is accurate and of high quality and assists and supports colleagues in the IT Services Team to deliver a highly effective, premium customer service.

Key Responsibilities:

Logging and processing support calls and requests on behalf of Avon colleagues
Resolving access related problems such as password, account lockouts etc
Assisting with, planning and undertaking scheduled maintenance and upgrades under change control
Setting up accounts for Avon staff and approved contractors, ensuring that they know how to log in
Respond to, investigate diagnose and resolve local colleagues software issues raised on ServiceDesk
Liaising, supervising and assisting visiting engineering and technical staff
Progressing colleagues requests, where applicable
Maintaining records for assets such as Hardware, software licenses, consumables and other supplies
Assisting the development of ServiceDesk and the implementation of Service Management processes alongside the management team
Raise & manage Incidents and Change for the IT department and external suppliers, where appropriate
Entry, maintenance and administration of CMDB data
Assist in the creation and production of service reports
Provide 2nd line support and administration within Microsoft 365 and InTune
Provide support to IT Services leads and undertake activities as directed

Key Outputs/Results:

Accurate, high performing operation of the Avon IT ServiceDesk
The delivery of quality management reporting on the delivery Service Desk & Service Management processes
Work with internal resolution teams to resolve their calls within agreed SLAs
Communication to Avon colleagues via the Service Desk tool is clear and well presented
Data can be reconciled via service reports, route case analysis, validating accuracy and reducing discrepancies
Ensure accurate records of various Avon Rubber IT assets
Maintenance of Active Directory in accordance with IT standards
Answer queries and questions from the business and responding to any escalations ensuring service continuity
Work with Avon Change Management support and other IT suppliers to ensure the effective delivery of changes
Support IT Service managers in supplier management activities
For the IS Intranet site, managing content changes as requested, ensuring the accuracy of the information and that articles are current, escalating to the owners for any required updates
Ensure the effective communication for incidents and service changes

Required Minimum Qualifications:

Associates Degree or Equivalent
Broad business and technical awareness of Microsoft, Network Infrastructure, security & application technologies
Proven understanding of IS/IT business awareness
Knowledge of reporting methodologies and good communication skills
Good working knowledge of Microsoft 365 and InTune for managing endpoints
Process modelling
Very high level of expertise in ITIL Service Management, both theoretical & practical application
Experience in an IT service team role in an ITIL environment
Experience of working in a Service Management team
Experience in Service Reporting, Reduction of Incident / Problem numbers & Service Improvement

Preferred Skill(s) and/or Experiences:

Thinking for the business
Problem solving
Commercial awareness
Time management & prioritization
Developing self, individuals and teams
Clear communicator
Detail orientated and diligent
Customer focus

Key Relationships:

Members of the IT Services 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
Service Desk tool support provider

This job description is not intended, and should not be construed, to be an all-inclusive list of all responsibilities, skills, efforts or working conditions associated with this job. While this job description is intended to be an accurate reflection of the job requirements, management reserved the right to modify, add or remove duties from particular jobs and to assign other duties as necessary.

The anticipated salary range for candidates who will work in Remote, US is $50,000.00 to $60,000.00 annually. The final salary offered to a successful candidate will be dependent on several factors that may include but are not limited to the type and years of experience within the job, type and years of experience within the industry, education, etc.

Responsibilities of this position may include direct and/or indirect physical or logical access to information, systems, technologies subjected to the regulations/compliance with U.S. Export Control Laws.
U.S. Export Control laws and U.S. Government Department of Defense contracts and sub-contracts impose certain restrictions on companies and their ability to share export-controlled and other technology and services with certain "non-U.S. persons" (persons who are not U.S. citizens or nationals, lawful permanent residents of the U.S., refugees, "Temporary Residents" (granted Amnesty or Special Agricultural Worker provisions), or persons granted asylum (but excluding persons in nonimmigrant status such as H-1B, L-1, F-1, etc.) or non-U.S. citizens.

To comply with these laws, and in conjunction with the review of candidates for those positions within Avon that may present access to export controlled technical data, Avon must assess employees' U.S. person status, as well as citizenship(s).

The questions asked in this application are intended to assess this and will be used for evaluation purposes only. Failure to provide the necessary information in this regard will result in our inability to consider you further for this particular position. The decision whether or not to file or pursue an export license application is at Avon's sole election.

Must be legally authorized to work in country of employment without a sponsorship for employment visa status (e.e. H1B status).

EOE AA M/F/Vet/Disability

Job Summary

JOB TYPE

Full Time

INDUSTRY

Durable Manufacturing

SALARY

$50k-61k (estimate)

POST DATE

06/23/2023

EXPIRATION DATE

06/09/2024

WEBSITE

avonrubber.co.uk

HEADQUARTERS

MELKSHAM

SIZE

500 - 1,000

FOUNDED

1890

CEO

VICTOR MANUEL CHAVEZ

REVENUE

$200M - $500M

INDUSTRY

Durable Manufacturing

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The following is the career advancement route for IT Service Analyst positions, which can be used as a reference in future career path planning. As an IT Service Analyst, it can be promoted into senior positions as a Help Desk Supervisor that are expected to handle more key tasks, people in this role will get a higher salary paid than an ordinary IT Service Analyst. You can explore the career advancement for an IT Service Analyst below and select your interested title to get hiring information.