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IT Support Analyst

Location Wales, United Kingdom
Posted 14-September-2021
Description

Job Title: IT Support Analyst

Summary: IT plays a critical role as a core business enabler, driving Enterprise Resource Planning (ERP), Customer Relationship Management (CRM) and Product Lifecycle Management (PLM) strategies and implementations as well we supporting the new era of digital, mobile and social media strategies. The IT function also plays a crucial role operationally, in providing IT support to all users within the business and continuously striving to provide effective and fit for purpose IT solutions to all users. As we develop and implement new systems and networks, now is a great time to be involved in IT projects, to ensure that Aston Martin's IT systems and fundamental business procedures enable the business to maintain its competitive edge.

Job Purpose:
A pivotal role in the IT Organisation, providing technical support to end-users who need assistance with their computer hardware or software. This could involve fixing a technical fault, answering a query, fulfilling a service request or anything that is needed to allow users to return to work satisfactorily. This role requires exceptional customer focus, communication skills and a service mind-set.

Key Responsibilities & Tasks:
' Assist and support end-users who require assistance with IT related hardware and software.
' Identify and diagnose issues and problems.
' Action service requests.
' Advise users on action to take.
' Categorise and record reported queries.
' Escalate unresolved problems

Qualification & Experience:
' Experience of working in a similar role, with an ITIL framework, ideally in a manufacturing company.
' ITIL Service Capability - Operational Support and Analysis
' ITIL Continual Service Improvement or ITIL Practitioner
' Configuring Windows Devices (70-697)
' Comp TIA A+
' Comp TIA Network+
' Security+
' Windows Server Operations and administration
' Active Directory administration
' Will be required to move and set up IT equipment.
' User Support
' Effectively question users to establish symptoms.
' Follow guidelines and apply basic product knowledge to resolve user requests.
' Escalate unresolved incidents.
' Incident Management
' Identify and classify incident types and service interruptions to build the knowledge system.
' Record incidents cataloguing them with symptoms and resolutions.
' Service Delivery
' Ensure service delivery in accordance with established service level agreements (SLAs).
' Act under guidance to record and track reliability data against the SLA.
' Communication and Knowledge Sharing
' Listen to others to understand their point of view.
' Confidently present messages in a clear and precise manner.
' Share information with team members to help them become more effective.
' Structure written and oral communication to ensure clarity.
' Attention to Detail
' Accurately and carefully follows established procedures.
' Checks work to ensure it is complete and free from errors.
' Acts promptly to correct quality defects.

 
Awards & Accolades for MyTechLogy
Winner of
REDHERRING
Top 100 Asia
Finalist at SiTF Awards 2014 under the category Best Social & Community Product
Finalist at HR Vendor of the Year 2015 Awards under the category Best Learning Management System
Finalist at HR Vendor of the Year 2015 Awards under the category Best Talent Management Software
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