Group IT Service Support Analyst

Found in: Talent UK C2 - 2 weeks ago

Reading, United Kingdom Porsche Cars GB Ltd Full time

We are Porsche. We are home to what is, in the extraordinary scale of the automotive world, a small family of passionate enthusiasts - established in 1948 and run in Stuttgart to this day by the same family that bears the company name.

In the UK, we are trusted to represent and care for some of the most exciting, fastest, most advanced and beautiful cars ever created. We work with incredible and often inspiring customers who rightly expect our performance and ambition to match that of our cars.

Being relatively small means we are agile - an environment in which creativity thrives. It also means every one of us makes a difference. When it comes to creating our cars, we sweat the small stuff and we truly care about every part of our business - whether on the road, competing on the track or in styling and dynamics. We are aiming to establish the benchmark in an industry in which the bar is set very high.

Job Purpose

The IT Service Support Analyst delivers an excellent customer experience and agreed level of service to internal and external customers, business partners and external suppliers, in line with the company values.

IT Service Support Analyst is the first contact person to Porsche IT, whether it be via telephone, email, service desk portal or direct walk-up.

Location and Working Pattern:

Based at headquarters in Reading, Berkshire, but a requirement to visit client site locations as required (10% per annum)

Hours :  Shift Rota which changes on a weekly basis

  • Mon -  Fri 08:00 to 16:30 (1 hour lunch)
  • Mon – Fri 08:45 to 17:15 (1 hour lunch)
  • Mon -  Fri 09:30 to 18:00 (1 hour lunch)
  • One Saturday in every four from 09:00 to 11:00

Overtime: subject to requirement and prior approval

 

Core Responsibilities:
  • Day to day hardware, software, and application support.
  • Accepts inbound requests via Phone/Email/Portal/Walk-ups
  • Resolving service desk issues by liaising with end-users to ensure that requests are closed in a timely fashion in line within the IT SLA.
  • Provide support on standard devices such as laptops, desktops, tablets, phones, and other devices.
  • Provide technical and functional support on standard applications and software and support for all products/ equipment on the current approved list.
  • Provide excellent customer experience and high-quality IT support.
  • Excellent verbal and written communication skills and the ability to interact professionally with a diverse group (executives, managers & subject matter experts) whilst providing an excellent customer experience.
  • Creation and management of department and customer facing knowledge base articles
  • Highlight risks to the Group IT Deputy Service Support Delivery Manager where KPIs cannot be met
  • User Provisioning to ensure new user accounts and account deletions are managed correctly

Requirements

  • Fluent in English, both verbal and written
  • Full UK clean driving licence
  • Must have 1 Years proven experience in a Service Desk or IT Help Desk environment role.
  • Good problem-solving, analytical and diagnostic skills for problem resolution and root cause analysis
  • Technical skills: Knowledge of Windows applications (Microsoft 365 Windows 10); End Device Client specific’s technology. Other expertise such as Networking, TCP/IP. AD User Admin, SCCM for Remote Desktop Connection, RSA VPN token Admin, Jira Service Desk (Insight and Confluence), Mobile Iron/Meraki
  • Organizational sensitivity: understands the formal structure of business, its culture and business/technology environment, its brand, and people values, aligns actions and behaviour with the needs and priorities
  • Results orientation: focuses on the delivery of targets, quality, and deadlines.
  • Behavioural flexibility: has the willingness to accept changes and the ability to maintain effectiveness in a changing environment and within a variety of dynamic work situations.
  • Tolerance for Stress: maintains control and performance in stressful situations; stays calm when problems arise, avoids letting day-to-day pressure get him/her down, does not take rejection personally, stays positive, puts problems behind once solved.
  • Self-starter: act in a proactive way in anticipating issue and go beyond what is expected from them, shows confidence, and believes in his/her own capacity to achieve results and tackle problems.
  • Ethics and Integrity: 'walks the talk', abides by business conduct guidelines and ethics; deals appropriately with confidential data.
  • Respect for the individual: demonstrate respectful behaviour to other team members, external customers, and external service providers.
  • Works Standards – Excellence, sets high goals or standards of performance for his/ her and the organization. Is dissatisfied with average performance.
  • Exploring: appraises own strengths and weaknesses; has the willingness to develop his/her own skills, knowledge and behaviour through on-the-job experiences and feedback from others.  

Benefits

We are looking for the very best and brightest to join our family of proud, passionate enthusiasts at Porsche Cars GB for what promises to be an incredible journey as we respect our history and embrace our future.

In return you will receive a highly competitive salary, annual bonus scheme, access to a VW Loan Car, private medical insurance, 27 days holiday per years and other attractive benefits. If you can demonstrate the skills and experience, we are looking for, are looking for a challenging and rewarding career with a premium brand, and would love to join our team then please apply at the link below, attaching a copy of your CV and detailing your current remuneration package.

Due to the high volume of applications we generate for our vacancies, we are regrettably not able to send a personalised reply to every applicant.

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