IT Service Desk Analyst - Idiada

Location: Idiada, GB

When our founder Bruce McLaren passed away at the age of 32 he left behind a legacy that has shaped who we are today. We have an unrivalled heritage which has its roots in racing; but McLaren is now creating a story of its own and we want you to be a part of it.
An exciting opportunity has arisen to join a highly successful IT Group as an IT Service Desk Analyst in Idiada, Spain.
Purpose of the Role:
To provide excellent desk side, application and remote support to the Automotive Idiada site. The role covers all aspects of the break fix functions and scope, as well as being involved with a variety of request management functions. During this time, you will need to manage all calls, escalations that might take place onsite, this is therefore a position of great visibility and trust and requires a positive and professional individual with an outstanding can-do attitude.
Role Dimensions:    

  • Dedicated to supporting the McLaren Idiada Site around all aspects of application and infrastructure support.
  • To provide quality, responsive and consistent resolutions to IT incidents and requests

Principal Accountabilities: 

  • Service Desk resolution of both incidents & requests
  • 2nd Line support for all McLaren Automotive Idaida site
  • Call logging and tracking. – It is essential that calls are logged carefully and consistently. 1st line calls and incidents are handled by a remote team based in London
  • Co-ordination and implementation of Service Desk related projects and tasks as required
  • Adherence to technical documentation and administration of procedures and processes
  • To explore all opportunities to improve the quality of support given to the customers
  • Recording, resolving and tracking of service desk call tickets. Prioritised action on outstanding call tickets within the ITSM system
  • Installation and configuration of PC operating systems and applications followed by quality assurance process (predominantly Windows 7)
  • Answering IT related questions whilst on the move within the company
  • Attention on priority tasks to be completed for high profile individuals and areas of the business
  • Ability to meet strict deadlines within SLA’s and defined escalation procedures
  • Assisting with new starters and leaver accounts and related hardware/software requests
  • Triage bespoke McLaren applications and record and resolve where applicable
  • Troubleshooting the following systems:
  • Windows operating systems from Windows 2000 to Windows 10
  • Microsoft Windows server 2003 to 2016
  • Microsoft Office products from 2007 to 2016
  • Microsoft Exchange 2010
  • Microsoft Office 365 and Exchange Online
  • Excellent understanding of PC/peripheral configuration and maintenance
  • Remote access support (e.g. logmein / SCCM/ Team Viewer)
  • Android and iOS Devices
  • Client-server architecture
  • Dell & Lenovo laptop/desktop/printers
  • Create/refine processes for logical troubleshooting of complex technical incidents & issues, where necessary taking responsibility and ownership for root cause analysis, proactive and reactive resolution of any problems and known errors
  • Assist in the administration and maintenance of the client/server infrastructure, ensuring maximum availability as defined within the service level standards
  • Assist in the enhancement of customer relationships within McLaren and build relationships whilst maintaining a customer facing & communicative ethos within the team
  • Willing to travel required
  • Potential requirement to work bank holidays and weekends

Knowledge, Skills and Experience: 

  • Excellent customer service skills proven within an IT Service Desk environment
  • Ability to take responsibility and ownership of projects and tasks delegated
  • Logical and structured way of thinking, with attention to detail
  • Ability to carefully follow policy and procedure to methodically and efficiently handle/resolve issues.
  • Highly customer focused, articulate, excellent telephone manner and confidence in dealing with people at all levels
  • Understanding of remote access technologies e.g. VPN, RDP, VNC
  • Strong working knowledge of PC applications including all Microsoft Office products
  • Excellent understanding of PC/peripheral configuration and maintenance (Desktop/Laptop /Printer etc.)
  • Experience of Microsoft Windows operating systems - Server and Workstation - and back office products (Strong Windows 7 experience – Windows 10 is a distinct advantage)
  • Technical documentation skills
  • A proven track record of delivering high quality IT support within a 4000+ user, multi-site environment
  • Telephony troubleshooting experience. (Cisco/Avaya) – Advantageous but non-essential
  • Lotus Notes
  • Apple MacBook and iMac - Advantageous but not essential
  • Mobile device experience essential – Apple iOS, Android and Windows mobile operating systems
  • Network administration
  • Understanding of ITIL and Service Management good practice framework
  • Experience of supporting a client/server environment
  • MCP certification desirable (Windows 7/Server 2008 as a minimum)
  • CCNA certified desirable
  • Previous Experience within IT Service Desk required

Personal Attributes: 

  • Excellent customer service skills
  • Able to speak fluent Spanish, Catalan and English
  • Articulate & methodical approach to problem solving
  • Excellent interpersonal skills, both verbal and written
  • Ability to absorb complex technical information and communicate effectively at all levels to both technical and non-technical audiences
  • Self-motivation with commitment, drive and enthusiasm
  • A “can do” attitude with ability to work on own initiative or as part of a team
  • Ability to remain calm and efficient under pressure
  • Broad knowledge of IT topics/good all-round IT literacy

We recognise that we can only achieve our vision with the dedication and collaboration of our world class employees.  It is our aim to become the employer of choice within the global automotive industry.
At McLaren we are constantly looking to improve. To become the employer of choice we are always looking to develop our employee offerings. We currently offer a range of benefits to employees at all levels of the business.