Title: IT Support Analyst L2

Job Purpose:

The IT Support Analyst role is responsible for the customer facing and 2nd line support role within the Service Desk, on a day-to-day basis and to provide support and feedback to the Management & team coordinator in the running of the department. The role also ensures that incidents and requests are processed within our service level agreements and resolved to customer satisfaction.

Main Duties and Responsibilities:

• Provide 2nd level response to technical software and hardware incidents for all Marken users, to agreed service levels both in terms of performance and customer satisfaction.

• Liaise with co ordination team and L1 teams as well as work with other technical support staff to ensure support response times are within agreed limits

• Responsible for resolving or escalating within established SLA

• Perform within KPI metrics while maximizing support satisfaction for end user

• Write KBAs as required and peer review L1 KBAs

• Installation and configuration of approved hardware, software, and mobile devices

• Clearly communicate technical solutions in a user friendly and professional manner

• Keep users informed of call status if requested.

• Site attendance as required

• Delivers, Tags, sets up and assists in the configuration of end user PC hardware, software, and peripherals.

• Co-ordinates timely repair of PC equipment covered by 3 rd party vendor maintenance agreements.

• Escalation of issues to the Service Desk Management team

Requirements:

Working knowledge of

• ServiceNow (ITSM) or similar

• Desktop Operating Systems

• Basic hardware for PC’s

• Entra ID / Active Directory required

• Office 365 administration (Sharepoint and Teams required)

• Service Management system

Desired skills

• ITIL Foundation-preferred

• Minimum 2-year experience in a Service Desk environment

• A+ certification-preferred

• MCSA/MCITP certification desirable

Abilities

• Accurate whilst following documented processes and policies

• Adaptable/flexible-to cover a 8-hour shift between 7:30am-6:00pm.

• Customer and service orientated

• Highly driven and have a professional/determined/positive mental attitude.

• Willing and capable to work well independently and within a team environment. Has capacity to inspire and motivate others.

• Effective communicator with all levels of the business

• Analytical thinker, with a systematic approach to decision making and problem solving, whilst under pressure

• Demonstrates drive and commitment

Marken is a wholly owned subsidiary of UPS and is a critical part of UPS Healthcare. Marken offers a state-of-the-art GMP-compliant depot network and logistic hubs for clinical drug product storage and distribution worldwide and supports cell and gene therapy logistics services from clinical to commercial, while maintaining the leading position for Direct-to-Patient and Home Healthcare services, biological sample shipments and biological kit production.

Moving Our World Forward by Delivering What Matters.

Company: UNITED PARCEL SERVICE

Category:

Requisition Number: 4029

Location: Feltham,United Kingdom