Service Desk Support - Oldham, United Kingdom - Crane Payment Innovations

Crane Payment Innovations
Crane Payment Innovations
Verified Company
Oldham, United Kingdom

2 weeks ago

Tom O´Connor

Posted by:

Tom O´Connor

beBee Recruiter
Description

Position Title:

Service Desk Analyst Hiring Manager:
Foyaz Ali

Function:
IT, Crane Payments Innovations Site/Branch: Oldham, U.K.


At CPI you will become a valuable part of an inclusive culture of collaboration and innovation with the support of over 2,000 associates working in one of our 15 offices across the world.

If you want to have a hands-on global impact on payment solutions, we want you to join our team as a
Service Desk Analyst.

This is a full time position based in our office in Manchester.


WHAT YOU'LL BE DOING


As a Service Desk Analyst, you will support the IT functions of the business and deal with IT ticket requests.

The Service Desk Analyst will have a direct impact on our all our associates who use IT, responsible for:


  • Capture and resolve Incoming Help Requests
-
Capture and Resolve IT Support Incidents
Service desk analysts directly resolve user technical issues as they arrive. This can involve remotely accessing the user's computer and making changes to their system and settings.

In other cases, the service desk analyst walks the user through steps they can take to resolve the issue on their own.

For relatively simple issues, the service desk analyst can quickly devise a solution to the problem without the IT department taking further action; in several cases, direct interaction with the end users will be performed.

-
Escalate Advanced Cases
  • MIM


Service desk analysts escalate user support requests to higher-level IT support specialists and experts if they are unable to resolve the issue on their own.

They provide management or specialists with notes regarding the problem, steps they have already taken to resolve the issue, and their diagnosis of the user's problem.

-
Perform Troubleshooting, Testing and Updates
Service desk analysts support users by performing system tests and updates after they complete their troubleshooting and necessary repairs.

This helps to prevent future issues and service interruptions and ensures that troubleshooting and updates have not caused problems elsewhere within the system.

They may also walk users through update and installation processes for software and peripherals.
-
Create and Maintain IT Documentation
  • KB management
Many service desk analysts also support department-wide operations by creating, editing and maintaining IT KB documents.

This can include documents for users that detail common issues and how to resolve them, department documents that outline standard operating procedures and practices and quick reference guides to distribute throughout the organization.

-
Responsibilities and Duties

  • Capture and resolve Incoming Help Requests
  • Capture and Resolve IT Support Requests


  • Escalate Advanced Cases

  • MIM
  • Perform Troubleshooting, Testing and Updates
  • Create and Maintain IT Documentation
  • KB management

WHO WE'RE LOOKING FOR
You will bring excellent IT support skills with well demonstrated success in providing great customer service.

  • High energy level, comfortable performing multifaceted projects in conjunction with daytoday activities
  • Analytical and problemsolving skills and the ability to multitask in a fastpaced environment
  • Ability to establish credibility and be decisive and able to recognize and support the organization's priorities
  • Results and people oriented with sound judgment—ability to balance other business considerations
  • Team player able to work in a matrix organization
  • Excellent communication skills verbally and in writing

Qualifications and Requirements

  • Associates degree in Computer systems engineering is a plus
  • Must have equivalent of 2 years' experience in Information systems support role
  • Must have Experience with MS Office products
  • Must have Excellent verbal and written communication skills
  • Experience with ITSM tools
  • Experience with ITIL a plus
  • Ability to travel up to 10%

Personal Attributes
-
Action Oriented: You display a sense of urgency and are known for being a timely decision maker
-
Analytical Thinker:You need to have insight and enjoy solving problems
-
Customer Service Oriented: You possess a drive to serve your "customers" and focus on responding promptly to project team needs
-
Flexible: You are comfortable wearing many hats and able to shift priorities as needed
-
Good listener: You allow others to express themselves and try to understand others before expressing self
-
Team Player: You are approachable, and willing to follow or lead based on the team's need
-
Quality written communication: Your writing is concise and descriptive, and you believe it is necessary to "overcommunicate" project status/updates

***
WHAT WE'RE OFFERING
***- Defined career growth plans with opportunities to go outside of your "comfort zone"
- "Team Building activities that support innovation"

  • Company paid training for industry leading qualifications
  • Christmas site shut down
-
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