IT Service Desk Analyst
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We have an opportunity for an IT Service Desk Analyst to join the Service Desk Team in providing 1st line support based out of our head office in Coalville.
About the role
You will respond to IT related Incidents and Service Requests, logging and resolving requests in order to minimise business impact, whilst providing excellent Customer Service.
Elements to the role include:
- Respond to incidents and service requests related to IT Services in line with SLA’s
- Log all incoming incidents and service requests according to ITIL processes and local procedures
- Ensure that incoming incidents and service requests are correctly categorised and all relevant information is recorded in the logging tool (ServiceNow)
- Provide a 1st line support service whilst making decisions on the best time to resolve the incident (over the phone or call back) depending on other calls waiting, time of the day etc.
- Escalating incidents within our Operational Level Agreements to ensure that Service Level Targets are met
- Reporting incidents to 3rd party suppliers as required and monitoring their response, keeping the Service Desk Manager informed of delays to ensure that the company gets maximum benefits from the contracts in place
- Monitoring of systems and backup processes and managing the offsite tape storage process
- User provisioning for Active Directory, Google, Enterprise One IT systems and others as required
- General IT Administration
What will you bring?
- Excellent communication skills, able to communicate with the technical and non- technical employees / staff
- Happy to work on call to deal with any business-critical matters
- Understanding of IT systems, PC’s and Networks
- Customer Service Oriented with a good telephone manner
- Desktop Support (Windows 7 and onwards)
- Experience using Ghost imaging tools
- Experience of supporting mobiles tablets/smartphone iOS and Android and the Troubleshooting of network issues, understanding of WAN/LAN technologies
- Active Directory, creation of users, computer accounts and understanding of the hierarchy, users, groups, ou's etc
- Experience of setting up network printers and troubleshooting, ideally with follow me printing technology
- Software installations and troubleshooting
- ITIL Foundation (desirable)
- COMPTIA A plus (desirable)
- Microsoft MTA (Optional)?
What’s on offer?
- Competitive Salary, bonus and benefits recognizing the contribution you bring
- Opportunities for Career Progression both at home and abroad
- An inclusive and safety focused culture with people at the heart of the business
We are committed to building a diverse environment and are proud to be an equal opportunity employer. You will receive consideration for employment without regard to race, religion, gender, gender identity or expression, sexual orientation, national origin, disability or age.
Why join Aggregate Industries?
To be at the heart of construction, we see our people at the forefront of the construction industry, transforming it into a more sustainable future. We employ highly talented, experienced and motivated people from diverse backgrounds. We have industry-leading capability in innovation, enabling us to anticipate and meet the changing needs of our customers. We are committed to developing strong and positive relationships with the communities we live and work in. LafargeHolcim has a global footprint with leadership positions in the vast majority of its markets and a diversified portfolio with a good balance between mature and developing markets positioned in highly populated areas.
About Aggregate Industries
We’re at the front line of the construction and infrastructure industries, producing and supplying an array of construction materials. With over 270 sites and more than 3,900 dedicated employees, we’re home to everything from aggregates, asphalt, ready-mixed concrete and precast concrete products. On top of that, we produce, import and supply construction materials, export aggregates and offer national road surfacing and contracting services.
We’re also a proud member of LafargeHolcim, which is the leading global building materials and solutions company with around 90,000 employees in over 80 countries. It holds leading positions in all regions with a balanced portfolio of developing and mature markets.