Job Description

The role holder will report to the local Service Desk Team Lead and will work closely with other Global IS colleagues to service impacting incidents and to fulfil requests.

This role will provide excellent customer experience as part of all business services available to the local organisation and will collaborate with and support other local teams across Global IS.Your accountabilities

• Deliver day-to-day activities for Incident Management, Request Management, Service Desk processes, while following the documentation available to support these activities
• Collaborate with service analysts across all GIS functions to meet and where possible exceed agreed Service Level Agreements (SLAs)
• Support, and when required lead, quarterly site Service Reviews, presenting SLA reports and collaborate with business stakeholders to optimise site services
• Follow up on end-customer surveys feedback to establish opportunities for future customer experience improvement
• Complete relevant training on the execution of all in scope processes and procedures
• Recommend and where applicable manage continual improvements to operational procedures
• When assigned, lead project work, to defined timelines and budget
• Manage tasks on handover and implementation of new Service Excellence ways of working from GIS Transformation into day-to-day operations

Opportunity to join a global manufacturing company |Join the Global IS Team

The role holder will report to the local Service Desk Team Lead and will work closely with other Global IS colleagues to service impacting incidents and to fulfil requests. Knowledge of supported services and team responsibilities will be required to effectively manage escalations and re-assign incidents and requests for fastest resolution or fulfilment.

The successful candidate will obtain the following qualifications, knowledge and experience:

• Experience in a Service Management role or end-user support role in a fast paced industrial or manufacturing industry
• Practical knowledge of IT Service Management systems and processes, and the associated frameworks, e.g. ITIL or similar
• Experience of dealing with customers, providing both telephone and remote virtual desktop support
• Service performance measurement and reporting skills
• Experience of communicating effectively and working as part of a team
• Good business communications skills in English and local language
• Basic knowledge of Networking, WAN and LAN technologies
• Technical knowledge of client and server OSs (Windows 10, Windows Server 2012, 2016, 2019) and Office applications (2013, 2016, 2019, O365)
• Knowledge of Backup & Restore Processes
• Full Driving License
• Experience of working at a local, regional, and global level, and understands the benefits and opportunities within this environment
• IT Operating Model change experience

one of Europes leading packaging companies and one of the leading paper-based packaging companies in the world.

This Senior Service Analyst Role is offering up to \xc2\xa340,000 per annum + on call allowance of \xc2\xa34,000.

Location : Townsend Hook, Kent

On-site 5 days per week, hybrid working only in exceptional circumstances

Please call for more details about benefits and additional perks.

Michael Page