IT Service Desk Analyst

This 6 to 12 months fixed term contract for a IT Service Desk Analyst contributes to the success of Liebherr–Great Britain Ltd by streamlining the incoming and outgoing communications for the IT department and ensuring that IT tickets are prioritised in line with wider business objectives.

The Service Desk Analyst role is critical in ensuring that IT is responding to business requirements in an appropriate order, ensuring that those requirements are met in a timely fashion and the correct audit and security policies are applied.

The Service Desk is the Single Point Of Contact (SPOC) for access to all IT services for all Liebherr GB staff. The analyst role is critical to the business‘ perception of both IT as a business function and IT as a service provider to ensuring outstanding customer service at all times within the Company’s key result areas; Business Performance, Customer Focus, People and Teamwork, Leadership.

Your Responsibilities

• Handling incoming calls, tickets and requests for the IT department including supplier contact.
• Encouraging staff to utilise self-service methods; such as portals and software.
• Verifying, documenting and chasing information relating to tickets.
• Monitoring and managing the lifecycle of each ticket.
• Chasing both engineers and end-users for ticket updates.
• Performing first-line support to staff at all sites for hardware and software issues.
• Issuing and returning equipment from movers/leavers and new starters and ensuring asset tracking is up to date.
• Attending weekly team meetings to raise issues.
• Providing status updates.
• Attending project and supplier meetings as required in order to be aware of the issues facing the business and IT.
• Providing estimations and Service Level Agreement (SLA) information to staff.
• Promoting and encouraging a positive relationship between IT and all other business units.
• Liaising with other group companies’ IT departments.
• IT related administrative duties (such as generating orders and returns).
• Ordering and receiving goods on behalf of IT staff.
• Deals with escalations from staff, also escalates issues to the Support Manager.
• Contributes to the delivery of the IT roadmap.
• Provides input to the project scheduling and management process.