IT Service Desk Analyst
1 month ago
We are currently looking for an IT Service Desk Analyst to join our IT team based in Solihull. The role is hybrid working.
The role is responsible for delivering IT support to all users in accordance with defined Service Level Agreements (SLAs). It takes ownership of incidents and problems through to resolution and takes timely and appropriate action to escalate in the event of a complaint or emerging problem.
To provide the level of service required by the Tarmac business, the IT Service Desk operates rota-based shifts and out-of-hours service, and so the working pattern will vary, and will include starting before and finishing after office hours, and being on call out-of-hours, i.e. overnight, weekends, and public holidays.
The role also performs scheduled tasks to monitor and maintain IT services, and take action as appropriate by working with the Technical Analysts to ensure IT services remain healthy and perform within SLAs.
Main ResponsibilitiesIn this role you'll:
Actively promote safe and healthy ways of working across Tarmac
Ensure direct and indirect reports are fully conversant with the Company’s health and safety policies and are operating according to defined safe working practices and risk assessments.
Provide telephone support and remote resolution of incidents raised with the IT Service Desk, including out-of-hours support
Escalate high-impact problems and identifies and mobilises resource required to aid resolution
Manage and escalates SLA breaches as appropriate
Manage escalations and formal complaints within the agreed framework
Work with third-parties to ensure competent service delivery
Actively develop skills and knowledge to effectively support new and existing technologies
Perform root cause analysis and recommends options for overcoming major problems
Ensure processes are continuously improved based on evidence from the above accountabilities
Ensure the daily operations schedule is performedThe Ideal CandidateTo be successful in this role you must have:
Hold a relevant professional qualification or able to demonstrate the appropriate experience within an equivalent role
Experience of working as part of an IT Service Desk or equivalent service delivery role
Service Delivery framework (eg ITIL)Why UsWe offer an extensive range of career development opportunities and industry-leading rewards, incentives and benefits:
Bonus scheme
Enhanced holiday entitlement
Contributory pension scheme
Access to the Tarmac Reward website with discounts on retailers, holidays, etc.
Access to our Employee Assistance helpline for free and confidential advice
Access to join our Employee Communities (employee networks) we currently have nine communities inc. (REACH) Religious, Ethnic, Cultural Heritage, LGBTQ+, Parents & Carers, Ability, Wellbeing, Female Voice, and Menopause
Training and development opportunitiesInterested? Why not click here to find out more? Go on… are you ready to build your future?
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