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IT Support Analyst

Apply now Job no: 503389
Work type: Full Time - Permanent
Location: St. Athan, South Wales
Categories: Information Technology

Aston Martin is built upon the passion, skill and creativity of the people who dedicate their working lives to the most iconic brand in the world. Every intricate stitch beautifully expressed line, and the stirring noise of our engines is a manifestation of the desire and collective spirit to create the most beautiful cars: the soul of Aston Martin made real.

Job Purpose:

A pivotal role, providing technical support to end-users who need assistance with their computer hardware or software. You will be the initial port of call for providing technical support to end-users who need assistance with their computer hardware or software. This could involve fixing a technical fault, answering a query, fulfilling a service request – anything that is needed to allow the user to return to work satisfactorily. You will also assist with user rights, passwords, user accounts and basic level security administration.

You’ll be committed to delivering excellent customer service.  Your strong communication skills will help you to diagnose the user’s issue and to explain technical issues in a way that non-experts can understand. Most of your work will take place over the phone, by email and through fault finding programmes that enable you to diagnose and fix customer problems remotely.

Key Duties & Responsibilities:

  • Identify and diagnose issues and problems
  • Advise users on action to take, providing technical support via phone, email or face to face.
  • Categorise and record reported queries
  • To maintain a high degree of customer service for all support queries and adhere to all service management principles
  • To take ownership of user problems and be proactive when dealing with user issues
  • To log all calls on the call logging system and maintain full documentation, and monitor the unassigned ticket queue ensuring these tickets are assigned to an appropriate person.
  • Respond to enquiries from clients and help them resolve any hardware or software problems
  • Maintain a log of any software or hardware problems detected
  • Support users in the use of computer equipment by providing necessary training and advice
  • To escalate more complex service issues to the relevant IT Support member
  • To arrange for external technical support where problems cannot be resolved in house
  • Fault Finding on Client systems

Fault Finding on Client systems

Qualification & Experience:

  • Previous experience in a customer focused role
  • Experience of working in a similar role, with an ITIL framework, ideally in a manufacturing company

Preferably-

  • ITIL4 Foundation
  • ITIL Service Capability – Operational Support and Analysis or ITIL4 Create, Deliver and Support
  • ITIL Continual Service Improvement or ITIL Practitioner
  • Configuring Windows Devices (70-697)                                                                                   
  • Comp TIA A+                                                                                                                          
  • Comp TIA Network+
  • Comp TIA Security+

Behaviours:

User Support

  • Effectively question users to establish symptoms.
  • Follow guidelines and apply basic product knowledge to resolve user requests.
  • Escalate unresolved incidents.

Incident Management

  • Identify and classify incident types and service interruptions to build the knowledge system.
  • Record incidents cataloguing them with symptoms and resolutions.

Service Delivery

  • Ensure service delivery in accordance with established service level agreements (SLAs).
  • Act under guidance to record and track reliability data against the SLA.

Communication and Knowledge Sharing

  • Listen to others to understand their point of view.
  • Confidently present messages in a clear and precise manner.
  • Share information with team members to help them become more effective.
  • Structure written and oral communication to ensure clarity.

Attention to Detail

  • Accurately and carefully follows established procedures.
  • Checks work to ensure it is complete and free from errors.
  • Acts promptly to correct quality defects.

Teamwork

  • Build and sustain positive relationships with team members and customers
  • Respect and value others and be sensitive to different opinions and perspectives.
  • Be responsive to changing team priorities.

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