Senior Releasing Analyst driving critical part supply solutions for Ford. Managing interfaces between supply base and logistics systems while supervising demand analysts and logistics providers.
About the role
- IT Analyst providing 1st line support for Amey's internal staff and external partners in Liverpool. Overseeing incidents and requests while ensuring outstanding customer service in IT support functions.
Responsibilities
- Help build on our image as the friendly and approachable face of IT
- Provide outstanding customer service
- Provide advice and assistance to our customers, partners, and suppliers
- Act as the primary point of contact for all incidents and requests
- Ensure detailed and accurate information is captured at the first point of contact
- Provide initial troubleshooting and diagnostics capabilities
- Maintain our strong first-time fix rates
- Ensure incidents/requests are assigned to the correct technical resolver groups
- Prioritise and categorise incidents in line with our existing processes
- Assist in the handling and management of Major Incidents and outages
- Identify incident trends
- Contribute to our ethos of continuous service improvement
- Promote a strong working relationship between the Service Desk, our technical resolver groups, partners, and suppliers
Requirements
- Previous experience working in a busy IT Service Desk environment
- Demonstrable experience of delivering outstanding customer service under pressure
- Desire to learn about Operational Security and how to handle initial investigations and corrective actions
- A basic understanding of PC hardware
- Experience of remote assistance tools, including Microsoft Remote Assistance, RDP and LogMeIn
- Experience of supporting a Windows 10 / 11 desktop environment
- Experience of providing support in a Citrix thin client environment
- Basic networking principles (TCP/IP, DNS, WINS, DHCP)
- A good working knowledge of the Microsoft Office Suite (2016, O365)
- A good understanding of Active Directory (On Prem and Azure)
- ITIL v4 Foundation level qualification would be desirable
- Vendor qualifications (Microsoft, CISCO, Citrix) would be desirable
Benefits
- Competitive annual salary with potential for yearly reviews
- Career Growth: Advancement opportunities
- Training Opportunities: Comprehensive training, including fully funded leadership programs
- 24 days of holiday plus bank holidays, with the opportunity to buy further days
- Generous pension scheme, with extra contributions from Amey
- Customise your benefits with options such as insurance benefits, Cycle2Work scheme, and access to discounted gym membership
- Access to online portal filled with discounts from leading retailers and healthcare services
- Two Social Impact Days each year, for volunteering and fundraising opportunities
- Family friendly policies for new parents or if you provide care for a dependant
- Membership of Affinity Networks that connect, support and inspire diverse communities
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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