IT Service Desk Analyst

Job Introduction

At Tarmac, ‘who you are’ matters.  We want to get to know you.  If you share our values and are proud of a job well done, collaborative in working well with others and ambitious to make things better, then have a read of what we have on offer. 

We are currently looking for an IT Service Desk Analyst to join our friendly team at our Head Office in Solihull. Here at Tarmac, we are working hard to create a dynamic and inclusive environment and it’s important that our people come from a variety of different backgrounds.

This role ensures the delivery of consistent, appropriate, secure, cost-effective and high quality IT support services to the Business. It takes ownership of IT business incidents, problems, escalations and complaints through to resolution. Provides desk-side support where appropriate and focusses on delivering excellent customer service.

Role Responsibility

The successful candidate will report directly to the IT Service Desk Team Leader. They will be responsible for:

• Telephone support and remote resolution of incidents raised with the IT Service Desk, including out-of-hours support
• Ensuring the delivery of the agreed IT Support and WPC services to the business, including desk-side support
• Escalating high-impact problems, identifying and mobilising resource required to aid resolution
• Communicating SLA breaches as appropriate
• Supporting escalations and formal complaints within the agreed framework
• Working with third-parties to ensure competent service delivery
• Supporting the incident root cause analysis process
• Undertaking continuous process improvement
• Ensuring compliance with Internal Control processes and procedures
• Operates rota-based shifts and out-of-hours service, and so the working pattern will vary i.e. out of hours, overnight, weekends, and public holidays
• Monitoring and taking action as appropriate in the event of alerts

The Ideal Candidate

To be successful in this role the candidate will have experience within a similar working environment. They will ideally hold a relevant professional qualification (preferably ITIL certified/trained). They will also have excellent customer service skills.

Experience:

• Active Directory – user administration, setup new accounts, password resets, group policies
• Citrix – basic Citrix support skills, shadowing users, clearing Citrix sessions
• Office 365 - Experience in supporting Office 365 (Highly desirable)
• Microsoft Office – Supporting applications - Word, Excel, PowerPoint, Outlook, Skype, Teams
• Operating systems – Proficiency using and supporting 7 and 10
• Networking – Ability to carry out basic troubleshooting and raise with 3rd parties where required Printers – Local and network printer installs, basic troubleshooting
• SAP – user administration (desirable)
• Mobiles – General understanding and support of Android mobiles
• Knowledge of softphones – Jabber & Finnesse
• General software installations Understanding/experience of supporting VPN users
• LanDesk – Remote control and software deployment
• Basic understanding of IT Security

Skills:

• Ability to answer calls in a fast-paced environment whilst adhering to SLA and KPI’s
• Must be able to multi-task
• Ability to prioritise tasks throughout the working day, acting on customer needs
• Strong organisational ability
• Good written and verbal communication skills including the ability to converse with people at varying levels
• Attention to detail
• Ability to collaborate within a Team as well as work using own initiative
• Excellent time management skills
• A methodical approach to problem solving

Why Us

We offer an extensive range of career development opportunities and industry-leading rewards, incentives and benefits:

• Bonus scheme
• Enhanced holiday entitlement
• Contributory pension scheme
• Access to the Tarmac Reward website with discounts on retailers, holidays, etc.
• Access to our Employee Assistance helpline for free and confidential advice
• Training and development opportunities

Interested? Why not click here to find out more?  Go on… are you ready to build your future?

At Tarmac we are passionate that our workforce reflects the communities where we operate. Our ambition is that everyone regardless of level, role, or background will enjoy an environment of respect, inclusion and belonging. We actively remove barriers to ensure everyone is supported and can reach their potential with us. We take active steps to encourage people from a broad range of backgrounds to apply for jobs at Tarmac as we believe a diverse, inclusive company will enable everyone to thrive. We are a disability confident employer and will make reasonable adjustments as required. We are committed to support flexible working and believe getting the balance right is critical to personal and professional success.

Tarmac Trading Limited