IT Support and Service Desk Operator

2 weeks ago

Andover Hampshire, United Kingdom Le Creuset Full time

Job Title: Service Desk Analyst Location: Andover, UK
Reporting To: Service Delivery Manager

Our international brand, rooted in a century of French heritage, passionately connects cooks worldwide to personal stories and a rich legacy of food lovers. With a focus on the future, we strive to build exquisite, quality products that bring joy across generations, ensuring every home's heart beats from the kitchen. Guided by our values of PASSION, INTEGRITY, INNOVATION & EXCELLENCE, & TEAMWORK, we celebrate our diverse team spanning 22 countries and cultures, making Le Creuset a vibrant and inspiring workplace.

To primarily deliver second/third line support primarily for AX and D365 ERP solutions, as well as other business applications managed by Group IT. Assisting on project changes when required, liaising with the Group and Regional IT and business teams, as well as third party partners.

Provide second/third line support to key users, identifying and investigating problems, issues or small changes and following an escalation process based on the LC Support Model.
Ensure support calls are logged and the resolution is documented on the support site.
Proactively provide information to users on the progress of outstanding support calls in a professional and timely manner.
Provide support for “Out of Hours” process as part of an On Call support rota.
Facilitate testing and acceptance of new solutions.
Conduct analysis between ERP installation and new business requirements, creating functional specification documentation (standard, customised, ISV integrations).
Adhere to the EMEA project lifecycle, including quality assurance and testing of solutions and CAB approval before release.

3+ years ERP support experience, mainly in AX and D365 F&O (other ERP products will be considered e.g., SAP, Oracle, PeopleSoft).
~ Experience participating in the requirements gathering process for IT systems.
~ Bachelor's Degree: Attention to detail, and ability to multi-task and meet project deadlines.
Fluent English, additional languages would be an asset.

Displays accuracy and quality in his/her written work.
~ He/she displays empathy and actively supports other team members when under pressure.
~ Analyses, interprets and evaluates complex information arriving at logical deductions and conclusions.
~ Occasional travel is a possibility but is unlikely to be essential.

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