IT Service Desk Analyst

3 days ago

Wolverhampton, Wolverhampton, United Kingdom GSF Car Parts Full time

About The Role

As an IT Support Technician within GSF Car Parts, you will play a critical role in ensuring the continuity of business operations by providing technical support and resolving complex issues related to MAM Autopart systems. You will be the escalation point for instances requiring more technical knowledge and experience to maintain completion within Service Level Agreements (SLAs).

Main Responsibilities:

  • Act as the primary point of contact for resolving helpdesk tickets linked with errors/project work/user processes with the MAM autopart systems.
  • Deputise for the Commercial Systems Controller to ensure that the company's Commercial System, as well as other supported and legacy systems, are kept running for all departments to operate.
  • Provide onsite and remote support across the business.
  • Prioritise and deal with any issues that require urgent attention.
  • Perform IT troubleshooting to ascertain faults and implement fixes.
  • Carry out daily checks on autopart servers to monitor critical business processes, including but not limited to sales, orders, reports, and ledger information.
  • Maintenance of automated services associated with the commercial system, assist in the scheduling of Company Dayend and Month End Routines, and the generation and transmission of EDI files across all instances of Autopart that are managed internally.
  • Review monitoring alerts to identify any issues that require action or escalating to incidents.
  • Provide assistance with system upgrades as and when needed.
  • Involvement in project work such as the migration of acquired companies into single autopart.
  • Providing out of hours assistance to support projects and major incidents.
  • Act as an escalation path for issues and be expected to take ownership and responsibility through to resolution.
  • Liaising with 3rd parties for specialist MAM development.
  • Control and set up the software version and internal/external functionality available in numerous test environments.
  • Creating and maintaining documentation and reports as required.

Technical Requirements:

  • SQL
  • MAM Software systems and interfaced applications
  • Data Comms Experience
  • Data Analysis
  • Excellent Microsoft application skills
  • GDPR
  • Uniselect/GSF Group Governance practices

Working Hours:

Hours per week, Monday – Friday

About You

The successful candidate will have proven experience within a first or second-line technical support focused support role, ideally within a fast-paced, multi-site organisation.

What You'll Need to Succeed:

  • Confident, polite telephone manner
  • Excellent communicator
  • Excellent analytical and problem-solving skills
  • Good interpersonal skills
  • Ability to work quickly and under pressure
  • Able to deal efficiently and patiently with all queries
  • Commitment to improve technical knowledge
  • Impeccable attention to detail, passion for processes and systems
  • Excellent administration skills
  • Ability to effectively prioritise and execute tasks in a high-pressure environment.
  • Ability to communicate effectively with senior management
  • Highly self-motivated, flexible, and self-directed
  • Database Design, Report creation/amendment, and Project Administration experience is desirable
  • System projects experience – testing, integration, development, and upgrade would be helpful
  • Understanding of XML and Flatfile is advantageous

What We Offer:

  • Days annual leave per annum, including bank holidays.
  • Online employee discount scheme including big discounts to local cinemas, theme park attractions, major retailers, and much more
  • Healthcare cash plan
  • Death in service benefit
  • Company pension
  • Career Progression opportunities

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