Metro Birmingham, England, United Kingdom
Service Desk Analyst
Powered by industry-leading Metro technology, Metro deliver import/export air, ocean and road freight forwarding, supply chain management, logistics and specialised services in retail, manufacturing and chemicals.
At Metro, its our innovative technologies, pushing of boundaries, and most importantly, our employees that sets us apart.
This role is pivotal in delivering IT support provide 2nd and 3rd line support within the Service/Helpdesk team to all IT, Communications and Freight related systems, ensuring processes and procedures are followed correctly and user requests are dealt with efficiently and effectively. The department works in an ITIL based service desk environment answering calls, fixing, and escalating faults for on-site and remote users. Team responsibilities include troubleshooting issues through to resolution, configuring devices, installing new software, and monitoring / maintaining existing systems.
Key Accountabilities and Responsibilities
Contribute to delivering exceptional customer service as part of the Service/Helpdesk team, acting as a single point of contact in the organization for employees, customers, and business partners. You will support to handle a wide range of service requests from technical issues faced by individuals to systems outages that impact the entire organisation.
* Provide 1st Line Support - logging incidents into the service desk system (as required)
* Provide 2nd Line Support managing service desk tickets triaged from front-line support team in areas of knowledge / expertise.
* Provide 3rd Line support with networking tasks and project work.
* Management of escalation through other teams always ensuring high quality of feedback and service to customers.
* Escalate any incidents and requests as required, communicating closely with the Service Desk and Development team as required to maintain service excellence.
* Deploy and maintain software and hardware as directed, including patches/hotfixes.
* Provide MFD printer / scanner troubleshooting & management.
* Update documentation areas e.g., Asset Register, Stock Control, Wiki knowledge base.
* Assist and Maintain with Networking and Infrastructure.
* Maintain active directory / exchange user accounts and relevant file security permissions.
* Assist with backup management, data retrieval, either onsite or cloud based.
* Manage the phone and networking systems.
* Provide administrative support to the back office and bespoke systems where required.
* To maintain a high degree of customer service for all support queries and adhere to all Service Level Agreements.
* To work on occasional implementation projects for new software and hardware technologies where required.
* Provide out of hours cover (phone provided) on a rota basis and perform remote maintenance out of hours.
* Assist in end user training and/or cross training colleagues when required.
Job Requirements
Knowledge, Skills -
* ITIL v3-4 Foundation and experience working in an ITIL environment / Service Level Agreements.
* Good understanding of IT Service Management.
* Experience of working in a front-line technical IT support environment.
* Proven experience managing day to day workload, knowing how to prioritise and the ability to work self-sufficiently.
* Windows 10, Windows Server 2008/2012, 2016 and 2019 Remote Desktop/Terminal services environments.
* Microsoft Active Directory Administration.
* Microsoft Office 2016, 2019 and Microsoft Office 365 including Outlook client setup and troubleshooting.
* Knowledge of TCP/IP Networking and experience with DHCP, DNS and VPN's.
* Working Knowledge of VMware virtualisation environments.
* Working Knowledge of Microsoft Azure cloud infrastructure / environment.
* Understanding of TCP/IP Networking and experience with DHCP, DNS and VPN's / Firewalls (ideally Sophos).
* Experience of HP MSA SAN.
* Experience of HP server and networking hardware.
* Creating and maintaining technical documentation preferably in Wiki based software.
* Set up and support of mobile devices e.g., phones / tablets using iOS, Android, Windows.
* Supporting and managing printers and scanners.
* Understanding of Supply Chain & Freight.
* Willingness to learn and develop.
* MS SQL / SSIS / SSRS.
* PowerShell.
Qualification:
* Candidates will also be considered equally on experience and qualification.
* A-Level qualification of higher i.e., BTEC, HNC, HND or bachelor’s degree (or equivalent) in Computer Science, Information Technology, or a related field.
* Certifications such as; ITIL Foundation, Service Desk Institute, MCSA, CompTIA A+, Security+, are a plus.
Profile:
* Have an appetite to learn.
* Have a professional, flexible, and personable approach to user / customer relations.
* Be comfortable communicating at all levels including board level.
* Have a good understanding of IT so you can quickly learn about new IT packages and techniques.
* Have good communications skills, written, telephone and personal.
* Team player who can collaborate effectively with colleagues.
* Ability to think critically and objectively.
* Ability to take a logical approach to fault finding and problem resolution.
* Proven experience managing day to day workload, knowing how to prioritise and the ability to work self-sufficiently.
* Demonstratable experience of ‘getting things done’ and ‘can do’ attitude.
Why choose Metro?
* Competitive salary including a bonus paid twice a year!
* Access to our benefits, discounts and wellness platform including offers on gym memberships, a wide range of restaurants, retail and much more.
* Health cash plan.
* Octopus Electric Vehicle car scheme.
* Respectful working environment.
* Plenty of opportunities for training and development.
Seniority level
Not Applicable
Employment type
Full-time
Job function
Other
Industries
Transportation, Logistics, Supply Chain and Storage
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