IT Service & Support Analyst (UK/ROI)

Ref: ISSAUR-M-N-70222
City/Region: Malton
Salary: Competative

IT Service & Support Analyst (UK/ROI)

Position Summary

The UK & ROI IT Service & Support team are responsible for managing and advancing the service and support of end-user service requests and incidents. The position requires strong IT & OT skills, and a deep commitment to end-user satisfaction and experience in working with a continual improvement IT service mind set.

The role is the outward facing for IT Service within the business meaning that it is the face and interaction our customer will see relating to any IT incidents or requests.

Primary Responsibilities

Be part of the support team maintaining a shift rota and cover to support the business in and out of agreed hours.

Support the Operational Technology across the plant. Factory stock systems, labelling, machine software et al.

Work to agreed service-level metrics, including average response time, first-contact resolution rate, mean time to repair and customer satisfaction.

Follow and strive for continuous improvement of the incident management process and the integration of the incident management process with other IT operations management processes, such as problem and change management.

Build and maintain relationships with all members of IT to ensure that impact to services and end-user productivity are understood.

Advance the use of and share your own knowledge to all levels of IT.

Leverage service desk best practices and process frameworks to drive continual process improvement.

Promote self-service tools and the knowledge repository as mechanisms to improve end-user satisfaction and reduce costs.

Highlight any trends, and work as part of the team to develop action plans for improving service timelines.

Stay up to date on service desk operations, wider IT initiatives/projects, business challenges and other external changes that could have an impact on services.

Ensure knowledge of and compliance with all Company Policies, Procedures and Rules.

Ensure compliance with local legislation and regulatory requirements relating to security concerning business activities in every country where we are active.

Ensure third party organisations are managed effectively and in line with our SLA.

Work with other IT support teams effectively to efficiently resolve service issues.

Escalate serious or recurring service impacts to the management team to address recurring service issues.

Ensure that the asset life cycle relating to end user devices is followed to ensure all devices follow a cradle to grave approach with the associated controls of user access and license activities.

Respond to incidents in and out of hours.

Primary Contacts

Reports to the UK & ROI IT Service & Support Engineer

End users & associated business suppliers and customers.

All other team members within IT which can affect or aid in improving the services

3rd Party support companies

Job Requirements


A strong focus on customer service.

An inquisitive mind with ability to see and solve basic problems.

A strong Team work ethic but the ability to work on your own.

Ability to communicate information clearly.

Not fixed to a 9-5 job.

Has a Continuous Improvement mindset... good is ok but we can do better!

A solid passion for IT & Technology and application of it

A strong desire to learn and develop within an IT function

Ability to work with Accuracy, Attention to detail, Deliver to timelines, Methodical approach, a Sense of ownership & Professionalism.

Demonstrates relevant IT literacy.

Proven conflict management skills

Preferred - Knowledge of IT service desk tools and best practices

Ability to work with Accuracy, Attention to detail, Deliver to timelines, Methodical approach, a Sense of ownership & Professionalism.

Demonstrates relevant IT literacy.

Work on their own initiative

Key Behaviours & Competencies

Self-motivated professional able to work in a fast-paced and constantly changing environment

Ability to relate the actions of IT service & support to the business

A focus on customer satisfaction, with strong interpersonal skills and responsiveness

Adherence to IT policies and processes to ensure consistent quality of service

Develop a strong personnel performance goal

Foster a close working relationship with other IT team members to ensure all incidents, underlying problems and requests are dealt with in an appropriate and timely manner.

Working Conditions

A full driving licence & Open to travel as needed.

Work as part of the 24/7 cover for off-hour support when necessary.

Experience in troubleshooting conventional software and hardware platforms.

Foster a relationship with end users and must become the champion of end-user satisfaction.

Success criteria.

Success will be evaluated by standard performance indicators, for example:

End-user satisfaction ratings

Service-level goals being met and exceeded

Contribution to the problem, change, release, knowledge and asset management processes

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