Request Fulfilment Analyst

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Date: 19-Jul-2017

Location: Woking, GB

Job Title: Request Fulfilment Analyst                Department:    IT   

Reporting to: IT Service and Operations Manager                

Date of preparation: November 2016
Purpose of the Role:    
To provide excellent Service Desk/ Request Fulfilment support to 3000+ IS customers, systems and processes primarily at the world renowned McLaren MTC and MPC facilities. The role covers all aspects of the Request Fulfilment function and scope, as well as being involved with a variety of software and hardware. During this time you will need to manage any calls or escalations that might take place, this is therefore a position of great visibility and trust and requires a positive and professional individual.
Role Dimensions:    
•    Daily contact with the internal customer base within all departments to support and maintain customer’s hardware and software requests.
•    Capturing customer IT requests, logging them carefully in the support ticketing tool and updating, fulfilling, and resolving them in a timely manner.
•    Owning each call even if it is escalated to another team. Being the point of contact between the customer and the call and keeping them updated.
•    Occasionally required to work out of hours (late nights / weekends)
•    When required, assisting the applications or infrastructure team in diagnosing issues (i.e. SCCM).
•    Regular communication with company preferred suppliers.
•    Resolution of hardware and software problems through multiple vendors.
•    Willing to travel occasionally to other McLaren sites or to assist race and test teams.
Principal Accountabilities:    
•    Service Desk (Request Fulfilment)
•    First line contact for all McLaren companies.
•    Assisting with all New Starters and Leaver accounts.
•    Provisioning IT equipment, permissions, and licensing certificates. 
•    Ensuring any IT stock used in the resolution of requests is accounted for within the ITSM and SAP systems.
•    Development of IT department service desk facilities and processes.
•    Co-ordination and implementation of ongoing helpdesk related projects and service improvements.
•    Documentation and administration of procedures.
•    To explore opportunities to improve the quality of support given to the customers.
•    To provide Desktop support, predominantly Windows (Win7/ Win 8.1).
•    Responsible for accurately completing PC / workstation systems builds and rebuilds(via SCCM), 
•    User support of Microsoft applications.
•    Logging, 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.
•    To own customer telephony issues (mobile and fixed) and to work with external telephony partners i.e. Vodafone. 
•    Attention on priority tasks to be completed for high profile individuals and areas of the business.

Knowledge, Skills and Experience:
•    Excellent customer service skills proven within a Service Desk environment.
•    Ability to take responsibility and ownership of projects and tasks delegated.
•    Strong Windows 7 experience – Windows 8 is a distinct advantage.
•    Understanding of remote access technologies e.g. VPN, RDP, VNC.
•    Strong working knowledge of PC applications including all Microsoft Office products
•    Experience in building / rebuilding PC Desktops and laptops.
•    Experience in building PCs with imaging software.
•    ITIL processes.
•    Telephony troubleshooting experience.(Cisco/ Avaya)
•    Mobile Telephony troubleshooting (iPhone, iPad, Nokia)
•    Basic Network Administration. (IP Config/ NS Lookup)
Personal Attributes: 
•    Able to work well and stay calm in high-pressure situations.
•    Integrates and communicates well with others and able to work effectively in a team environment as well as individually.
•    Positive attitude.
•    Professional attire and conduct.
All employees must ensure compliance with the Company Health and Safety Policy, and all relevant other statutory Health and Safety legislation.
This job description may not detail some less major duties allocated to the post holder, or cover duties of a similar nature, commensurate with the role, which may from time to time be reasonably required by the relevant manager.

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