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Technical Support Analyst



Here at ASE, were well placed to help automotive businesses thrive in a challenging economy. We've got there by focusing 100% on the motor industry, developing tools and skills for 40 years that make us a trusted partner in 50 countries for dealer networks, individual businesses and the major manufacturers.Purpose of DepartmentGlobal based Service Desk working to defined SLAs providing first point of contact to ASE customers, employees and business partners for all IT and Administrative issues.  The purpose of a service desk is to ensure that users receive appropriate help in a timely manner. Service desk: not only handles incidents, problems and questions but also provides an interface for other activities such as change requests, maintenance contracts, software licenses, service-level management, configuration management, availability management, financial management and IT services continuity managementPurpose of the Role:Reporting to the Service Desk Team Leader, the role of this job would be to support the existing team, monitor and escalate all incidents according to agreed service levels using excellent communication skills to keep internal and external users informed of status and progress.We need you to:Support and maintain good relationships with other colleaguesSupport and maintain good relationships with other colleaguesWork to deadlines and respond in a flexible way to the changing demands of the department and the businessSupport franchise critical systems with proactive monitoring alerts to ensure that service delivery performance degradation are picked up before the customer becomes aware.Enter common faults in the Knowledge BaseRegional point of contact for the ASE service shadow cluster managers ensuring all escalations and SLA metrics are met, using e-mail, web and telephone to update other service desks.To publish basic operational guidesAssist in head office IT software and hardware audits to compile and maintain a complete asset registerCommunicate with internal and external clients in a professional and enthusiastic mannerSolve PC support hardware and software calls remotelyProvide initial assessment of all incidents and adhere to SLAs and ITIL methodologyLiaise with team members of both the IT operations and IT systems development departments using the IT Information system Support modelLiaise with team members of the Processing Team, Account Management Team, IT Operations and IT Systems Development to clear service desk tasksGive assistance with project service delivery implementation and system handover support for composite and franchise supportAssist key users in each department to diagnose and fix equipment faultsProvide operational users with basic instructions on how to resolve printer and desktop issuesYou have:Dynamic personality with a flexible working approach, both to work content and hours of working.Ability to manage a diverse and demanding portfolio of activitiesWhilst working to team goal, you will have the ability to work alone and prioritise workload effectivelyTeam worker, outgoing with a good sense of humourAbility to promote the image of the Service Desk within the organisation through enthusiasm commitment and a desire to solve issues in a quick and timely mannerTo be logical and systematic in the diagnosis in the problem management environment of the Service Desk looking for trends and root cause analysisThe ability to support and maintain good relationships with all colleagues, providing a professional approach at all timesAn excellent spoken manner with strong interpersonal skills at a range of operational levelsExcellent written, verbal and presentation skills with the ability to articulate a directive accuratelyIntermediate IT skills in Microsoft Office particularly Outlook, Word, Excel and PowerPointExcellent organisational skills with a high level of attention to detailDemonstrable experience or understanding of a technical customer service/helpdesk environment and proven analytical ability in troubleshooting in a technical support environment.You might also have:NVQ2 or equivalent in Customer ServicePrevious experience in a Service Desk EnvironmentMotor Trade and Accountancy Industry experienceExperience using remote desktop support i.e. TeamViewer etcDesirable level of education ideally IT 2:1 in computer science or equivalent IT degreeCertification in Microsoft I.T qualifications (most beneficial)VBA  and SQL experienceTo possess a basic knowledge of our products such as Metis, Projector and Pandora

Posted 24 days ago

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