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Computer Tech Support Analyst
Permanent
Computer Tech Support Analyst
Information Technology
Whiteley - Hampshire
Specific Job Description
Working closely with the User Experience Manager (UXM), the Service Desk Manager (SDM) will need to ensure that the IT Services provision meets or exceed the agreed Service Level Agreements with the business, whilst also meeting our budget commitments.
Managing the 1st Line Support Team in providing day to day IT Systems and application support services, ensuring that the team are consistently working to the defined business processes and to the required timescales, whilst also ensuring that the team maintain a consistent approach to work and offer an excellent level of customer service.
Manage the identification of Continuous Improvement opportunities and leading change projects where appropriate
Ensure that any SLA breaches are investigated and corrective action is taken to improve Service Delivery
Monitoring performance to produce business critical service desk data around system availability, call types and system issues to report back to management and monitor and analyse trends. The SDM will also work alongside the team to assist in day to day support queries, and act as an escalation point when assistance may be required.
Drive service improvement by investigating service performance and setting actions to improve service.
Promote a standard consistent approach in line with our Global Support Desk to IT Service Delivery whilst mindful of Customer needs and priorities.
Manage budget and promote affordability and costs saving strategies.
Accountable for the management, mentoring and career development of the team.
Key responsibilities include:
* Ensure that the 1st Line Support team are assigned targets to work towards, and work with the team to monitor progress and ensure goals are met
* Monitor support ticket activity within the team, and prioritise workload within the team accordingly to ensure all targets are met
* Field incoming requests to the Service Desk via all medias to ensure courteous, timely and effective resolution of end user issues
* Work with the Global IT Management team where applicable to develop policies and procedures that outline how problems are identified, documented, assigned and resolved within the set SLA’s
* Encourage and develop liaison with other teams within global IT to ensure that all support calls that require escalation are completed within the required timeframe and are tracked, with regular progress updates received, and calls are closed within the agreed SLA’s
* Ensure the 1st Line Support team adhere to all necessary processes, including support processes, updating required departmental documentation, meeting deadlines for projects and weekly reports
* Assist with the maintenance of operational documentation, schedules, working procedures and processes to ensure these are remain current and up to date.
* Work effectively to your defined annual objectives
Job Reference Number
2145BR
Employee Type
Full Time
Hours Per Week
37.5
Country
United Kingdom (UK)
Business Environment
Enterprise Business Services (EBS) consists of LMUK IT Services, Payroll, ESH, HR and Finance functions. With employees located throughout the UK, EBS provides UK wide support to the LMUK business areas.
Clearance Required for Role
SC
Graduate, Intern or Apprentice Vacancy?
No
Required skills, qualifications and experience
* Knowledge of laptop and desktop hardware, including Dell and HP desktops and laptops, mobile devices, thin client terminals and varied printing devices.
* Basic technical knowledge of internal computer components, including RAM, hard drives, motherboards, NIC cards etc.
* Working knowledge of current MS Office Suite
* Experience of working in a service desk and/or customer service environment
* Experience in leading a team, prioritising individual workload whilst supervising and supporting others as part of the role
* Experience in collating and producing critical reporting information
* Confident and assertive attitude
* Pro-active leadership that encourages teams to perform to the best of their ability
* Demonstrated ability to communicate, present and influence credibly and effectively at all levels of the organisation
* Excellent verbal and written communications skills
* Managing requirements and budgets for IT projects
Desired skills, qualifications and experience
* Knowledge and experience of working within secure environments
* ITIL v3 or Prince II Certification
* Experience of working within an ITIL based ITSM environment
Equal Opportunity Statement
Lockheed Martin recognises and actively promotes the benefits of a diverse workforce and is committed to treating all employees with dignity and respect regardless of race, gender, disability, age, sexual orientation, religion or belief. Discrimination on any of these grounds is expressly forbidden. We therefore welcome applications from all sections of the community.
Job Expires
23/11/2018
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