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.
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
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+
Effectively question users to establish symptoms.
Follow guidelines and apply basic product knowledge to resolve user requests.
Escalate unresolved incidents.
Identify and classify incident types and service interruptions to build the knowledge system.
Record incidents cataloguing them with symptoms and resolutions.
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.
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.
Advertised: GMT Daylight Time 13 Sep 2021
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