The IT Service Support Engineer/Analyst will be responsible for providing first and second line IT support and response services to a very demanding user‑base across LKQ Europe. The successful applicant will deliver a positive customer experience through the swift and efficient resolution of problems and issues.
Responsibilities
* Receiving and responding to a range of requests for IT support
* Providing information to resolve, meet requests, or investigate to promptly resolve and escalate as appropriate
* Maintaining information and recording, tracking, monitoring and reporting as appropriate
* Monitoring and logging the actual service provided against expected service level agreements (SLAs)
* Prioritizing and diagnosing incidents
* Investigating causes and either resolving or escalating as required
* Facilitating recovery, following resolution
* Documenting incidents to agreed procedures
Qualifications
* Experience in a first/second line service desk response role
* Technical and commercial education ideally in information technology
* Knowledge and understanding of end user technology devices, operating systems, business applications, software, printing systems and cybersecurity basics
* Setting up of new equipment and upgrading existing systems
* Experience/knowledge of the "ServiceNow" ITSM platform or similar and all related processes
* Strong written and verbal communication skills
* Calm, proactive and participative approach for solving operational problems and issues.
Benefits
* Flexible working options
* Annual bonus
* Enhanced parental benefits
* EAP
* Pension
* 25 days annual leave
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