Role: IT Support Analyst
Location:Maidstone, Kent
Competitive + Company Bonus &Benefits
Hours: Monday to Friday 8:30 am until 4:30 pm(37.5 Hours)
Our client, a leadinginternational manufacturer, is currently recruiting an experiencedIT Support Analyst to join their site in Maidstone. This is anexciting opportunity to join a growing IT supportteam.
As an IT Support Analyst, you willreport directly to the local IT Support Team Lead working closelywith other colleagues to service impacting incidents and to fulfilrequests. Knowledge of supported services and team responsibilitieswill be required to effectively manage escalations and reassignincidents and requests for faster resolutions.
Duties include:
- Deliverday-to-day activities for Incident Management, Request Management,and Service Desk processes whilst following the documentationavailable to support these activities.
- Collaborate withservice analysts across all business functions to meet and wherepossible exceed agreed Service Level Agreements (SLAs)
-Support and lead quarterly site Service Reviews, presenting SLAreports and collaborating with business stakeholders to optimisesite services.
- Follow up on end customer surveyfeedback to establish opportunities for future CXimprovement.
- Recommend and where applicable delivercontinuous improvements to operational procedures.
What we are looking for:
-Experience in IT Support with Service Management or an end-usersupport role in a fast-paced industrial or manufacturing industry.
- Practical knowledge of IT Service Management systemsand processes and the associated frameworks (ITIL or Similar)
- Experience in PowerShell / Automation Scripting, AppleIOS / Change & Request Management, Problem Management andupdating technical guidance and knowledge basedocumentation.
- Technical knowledge of AD for user andcomputer management.
- Basic knowledge of Networking, WANand LAN technologies.
- Technical knowledge of client andservice OSs and Microsoft Office applications.
-Knowledge of Backup and Restore processes.
- IT OperatingModel change experience.
- Experience in dealing withcustomers, providing telephone and remote virtual desktopsupport.
- Service performance measurement and reportingskills.
- Experience in communicating effectively andworking as part of a team.
- Good business communicationskills.
Benefits:
- On-site gym
- On-site canteen
- Competitive pensionpackage
- EAP Schemes
- Wellbeingdays
At KHR we take care to ensure that youare represented as well as possible so it is worth checking your CVfor layout, spelling and grammar as well as making sure it is up todate before you submit. If you feel you need to highlightparticular qualifications, skills or relevant experience withregards to a specific role then please add a cover letter or apreface page. This does not need to be formatted in the samemanner. In addition, if your CV is heavy with graphics etc, pleasecould you also submit a "clean" copy in Word. Thankyou.
KH Recruitment Ltd is acting as anEmployment Agency in relation to this vacancy. KHR - RecruitmentSpecialists is a trading name of KH Recruitment Ltd Keep in touchwith us online for job alerts, industry updates andmarket...
IT, ServiceManagement, Service Desk Analyst