Gleeson currently have a fantastic opportunity for an experienced Technical Support Analyst to join a globally recognised organisation based in the East Midlands.
The role will be centred around Service Management and will require the successful candidate to have a strong background within customer service, balanced with a strong technical knowledge of IT system support.
Purpose of the role
To provide a primary interface for assigned business areas to represent their needs and provide local IT support (localised user support, software, hardware, testing, training):
Provide support and incident recovery for critical business processes, across all systems where deemed necessary. This may include out-of-hours shift on a rotary basis if necessary to align with the business function's operating hours
Understand how IT can best support the business priorities and match service levels and service priorities - creating proposals to reduce outages. Set expectations as to the realistic service levels given the available budgets;
Manage small change requests from inception, through development, test and deployment
Specific Role context (brief explanation)
To act as the primary IT service management representative aligned to support a specific business function or critical operation (such as Customer Services, Operations ) for all IT related matters.
Acting as country application owner for their systems and managing corresponding change projects, working to foster business requirements, request for changes and conducting testing to ensure solutions are fit for UK use and safeguard production services.
Provide country IT support and drive user adoption. Ensure the sustained operations of IT equipment and identify options for minimising future technical issues on behalf of the assigned business functions.
Specific Role Challenges
Influencing EU and global Programme, Service Management and IT support organisation, both internal and external, to effectively meet the operational needs and service levels.
Managing changing business priorities, and driving IT supply organisations to deliver to increasing customer service demands.
Balancing service costs against customer demands when determining how best to handle new requirements.
Improving liaisons with IT Services for IT projects and system issues/escalations.
Providing a focal point for IT actions and escalating incidents to the Service Delivery Manager as needed.
Providing local technical support during hours of business operation and incident management across critical operational systems where any downtime causes significant business impact. Self-motivating during out of hours work
If you feel this role would be suitable for you then please apply now and I will be in touch shortly to discuss a further brief.