IT Service Desk Analyst

£Competitive + Bonus + Benefits + Gym

Malmesbury, United Kingdom

Description

You will be responsible for providing effective and efficient first line IT support to all users across the business, providing excellent customer service. Shift work, weekend and bank holiday working required on a rota basis.

Market Overview

We’ve always been innovative, ground-breaking and revolutionary. And with a range of brand new products in development and continued investment in our people and our infrastructure, we continue to be evolutionary. Today, Dyson is a global technology company with 8,000 people working in multiple categories and more than 70 countries around the world. Our culture is unique. It's not easy or comfortable. It's certainly not for everyone, but if you thrive on challenge and are excited by change – it could be for you.

Function Overview

Our Service Desk provides desktop IT support for 3,500 Dyson people at our Malmesbury HQ and across Europe. First to work each day, we ensure systems and conference facilities are up and running. After that, things get interesting. The day can bring anything from setting up equipment to troubleshooting. Work is fast-paced, with opportunities to use the latest technologies and develop cutting-edge skills. But we wouldn’t have it any other way. We understand the importance of our service. And, no matter how busy, we always find a way to solve Dyson’s most pressing problems.

Accountabilities

You will be responsible for;

• Incident Management

• Identifying and resolving incidents from all areas of the business within agreed parameters

• Resolving simple incidents where possible without referral to further support teams

• Consulting with technical teams to resolve incidents that are beyond the scope of the Service Desk

• Maintaining an effective working knowledge of incident resolution across all areas of the Service Desk in order to maximise customer service and call resolution

• Escalating high priority incidents to both internal and external teams, in line with Dyson’s incident management processes

• Taking end-to-end ownership of incidents, ensuring accurate and timely updates are maintained in the incident management system

• Providing support to ensure effective running of the Service Desk during out of hours periods as required Access Requests (Service Requests)

• Processing requests for access and the addition of new groups or users in a timely manner

• Performing impact assessments for new roles not agreed on the system access matrix

• Acting as a key point of contact for potential systems access issues

• Assisting in the investigation and resolution of problems relating to system access

• Working with IT Asset Management to ensure correct licence assignment is maintained

• Keeping and maintaining accurate access control records, working documents and databases Compliance & Security

• Ensuring system security by making sure that system access is appropriate to the business area

• Ensuring access controls meets the requirements as defined by Dyson Security policy

• Escalating threat activity to appropriate teams/management Continuous Improvement

• Contributing to service improvement projects across the Service Desk

• Identifying opportunities for enhancements to known solutions within the Service Desk knowledge base

Skills

• Experience working in a customer service environment

• A good working understanding of Microsoft Applications – Outlook, Excel, Word etc

• Ability to work well under pressure

• Natural problem solver

• Effective communicator through a variety of channels – face to face, phone, email

• Able to travel to world-wide sites across the enterprise if required

Benefits Overview

Dyson monitors the market to ensure competitive salaries and pension contributions. Beyond that, you’ll also enjoy a profit-related bonus, generous leave and life insurance. But financial benefits are only the start of a Dyson career. Rapid professional growth, leadership development and new opportunities abound, driven by regular reviews and dynamic workshops. And with a vibrant culture, flexible working hours, the latest devices and a relaxed dress code reflecting our engineering spirit, it’s an exciting team environment geared to creativity, innovation and ambition.

Posted: 6-Apr-2017