ID: 551889
Location: Liverpool, GB
IT Support Analyst
CMA CGM | ABOUT US
Led by Rodolphe Saadé, the CMA CGM Group, a global leader in shipping and logistics, serves more than 420 ports around the world on five continents. With its subsidiary CEVA Logistics, a world leader in logistics, and its air freight division CMA CGM AIR CARGO, the CMA CGM Group is continually innovating to offer its customers a complete and increasingly efficient range of new shipping, land, air and logistics solutions.
Committed to the energy transition in shipping, and a pioneer in the use of alternative fuels, the CMA CGM Group has set a target to become Net Zero Carbon by 2050.
Through the CMA CGM Foundation, the Group acts in humanitarian crises that require an emergency response by mobilizing the Group’s shipping and logistics expertise to bring humanitarian supplies around the world.
Present in 160 countries through its network of more than 400 offices and 750 warehouses, the Group employs more than 155,000 people worldwide, including 4,000 in Marseilles where its head office is located.
MAIN PURPOSE
To provide 1st / 2nd line IT Support to all UK Group companies across the UK/Europe. Supporting over 500 users either face to face or remotely across multiple sites. Log all calls within the IT Helpdesk system and provide excellent technical and customer service skills to all levels of the business.
In addition to IT support duties, assisting with the daily monitoring / administration and support of the local Infrastructure environment will be required. This consists of several physical servers hosting around 30 virtual servers with off-site replication.
MAIN RESPONSIBILITIES
1. Ensure all calls and tasks are logged in the helpdesk call logging software – ServiceNow.
2. Keep all open logs up to date and current with accurate & relevant information.
3. Support the wider IT Infrastructure (Servers / Patching / Fault finding).
4. Provide Desktop support (hardware and software) both in person and remotely.
5. Support all CMA-CGM applications (including CCIS).
6. Support key anti-virus software for clients / servers / email.
7. Produce proper and thorough documentation.
8. Mobile Device Management (Intune).
9. Provide timely and effective technical support of computers, servers and mobile devices.
10. Provide a secure and reliable electronic environment.
11. Pro-actively monitor and administrate the Server Infrastructure and Virtual Environment.
12. Provide hands-on Server and Application support where required.
13. Monitor daily backup procedures and resolve any issues that may be experienced.
KEY COMPETENCIES & QUALIFICATIONS
SKILLS & EXPERIENCE
1. Significant IT support experience in a networked IT environment.
2. Knowledge of Active Directory / DNS / DHCP etc.
3. Knowledge of Azure environment (Entra ID & Intune).
4. Knowledge of VM Ware or Hyper V hosting Environments.
5. Attention to detail.
6. Ability to work on own initiative and as part of a team.
PRACTICAL & TECHNICAL KNOWLEDGE
1. Extensive knowledge of Active Directory.
2. Knowledge of Hyper-V and VMWare virtualisation.
3. Extensive knowledge of Microsoft Office – all versions.
4. Experience using an IT ticketing system based around ITIL framework (ServiceNow preferable).
5. Knowledge of PC imaging and deployment.
6. IT Security (Antivirus software / Spam / Phishing awareness etc.).
QUALIFICATIONS
Educated to degree level / equivalent IT qualification or equivalent experience.
KPIS/MEASURES/LIMITS OF AUTHORITY FOR ROLE
TARGET
1. 60% of logs should be resolved at first contact.
2. 20% of logs should be closed the same day for a total of 80% resolution on the same day.
3. Answer phone within 3 rings.
Not only do we offer a competitive salary, we also offer a generous benefits package including:
1. 25 days annual leave (plus public holidays) increasing with length of service plus additional day over Christmas period and the opportunity to buy/sell annual leave.
2. Discretionary annual bonus.
3. Enhanced pension scheme up to 15% total contribution.
4. Life assurance x4.
5. Commitment to promoting awareness and understanding of Mental Health through our Mental Health and Wellbeing Charter.
6. Private healthcare (BUPA) + Healthcare Cash plan, including an Employee Assistance Programme.
7. Local and global development opportunities across 160 countries within the CMA CGM Group, including opportunities at our iconic Head Office tower in Marseille.
8. Hybrid Working.
9. Cycle to work scheme/ Season ticket loans.
10. Enhanced policies including Maternity & Paternity.
11. Employee recognition awards.
12. Considerable scope for personal and professional growth through the CMA CGM Academy.
CMA CGM Group is proud to define itself as a family business built on strong human values.
Exemplarity, Imagination, Boldness.
CMA CGM respects, supports and values diversity in all forms. We seek to avoid discrimination and are committed to equal opportunities for all our employees.
Our long-held inclusive policy improves performance, creates growth opportunities for all, aligns with our customer's values and enhances employee engagement.
Join us and discover a world of opportunities!
Please note that when you click “Apply”, you will be transferred to the career portal. Please make a note of the Job Requisition ID number so you can locate the vacancy and progress your application. You will also be required to log in or register on the career portal to progress your application.
#J-18808-Ljbffr