IT Support Analyst UK Glenrothes, Scotland
Job description
ITW Construction Products UK/Nordics is a division of ITW, innovating, designing, and manufacturing advanced industrial technology. We are industry influencers and market leaders in our fields with high quality brands at the front of technology. At all levels in our organisation, we are encouraged to embrace our inner entrepreneur to drive actions, focus on what matters and share ideas so that every individual can have an impact on the business. In return we are rewarded, supported in our development, and given the opportunities to grow within a large multinational organisation.
Position Summary
- Service Desk support and Incident Management.
- Day to day operational support covering the company’s hardware, software and network requirements.
- Planning and implementation of hardware, system software and application system upgrades.
- Involvement / support on business process projects
- Ensuring compliance with Cyber Security Framework
- Opportunity for development within the ICT Team including infrastructure and business solutions.
Primary responsibilities:
- Providing first & second level Service Desk support to all the company’s users
- Follow up with users to ensure issue has been resolved.
- Installation of desktop PCs, laptops and printers into the company LAN/WAN infrastructure.
- Install computer peripherals for users.
- Problem resolution for users covering hardware (laptops, mobile phones, etc) and software use (O365, Windows 10, Web Browsers, etc)
- Support for the mission critical business applications.
- Work with 3rd parties carrying out technical resolutions.
- Logging and resolving faults with fixed line & mobile telephones and infrastructure.
- Testing of software products (new software and upgrades) before general release.
- Implementation, monitoring and updating of virus software, Internet security packages and wireless security.
- Write training manuals and technical documentation
- For ensuring the health and safety of yourself and others in your work environment
- Any other tasks as required by management
Accountabilities
- Log all issues /incidents on the internal Service Desk
- Ensure all hardware is logged on the IT asset management system.
- Ensure all ICT contracts and agreements are logged on the IT asset management system.
- Ensuring Service Level Agreements (SLAs) are adhered to.
- Attending any training identified for growth and development
- Reporting any accidents, incidents or unsafe acts that have an effect on the health and safety of yourself or others in your work environment
Experience and skills:
- Technical 1st line experience essential
- Customer focused attitude
- Receptive and open minded
- Actively contributes as a team player
- Good communicator at all levels internally and externally
- Creative approach to problem solving and solutions - troubleshooting
- Excellent attention to detail
- Ability to explain technical information
- Writing and Editing Skills to aid in writing and updating manuals
- Culturally aware
- Scrum / Agile experience would be advantageous
ERP experience would be advantageous
Additional Information
Additional information
Here at ITW we are committed to ensuring we recruit the best people for our roles and welcome all candidates, wholly accepting of and celebrating diversity. As an employee for ITW you will work for a business that puts service delivery, inclusion and safety at its core and we have a number of employee resource groups in place to support this including Health & Safety forums, a Diversity & Inclusion Committee, ITW Women's Network, Young Professionals Network & Pride @ ITW
This Job will be a local UK permanent contract.
Please attach your CV in English.
All your information will be kept confidential according to EEO guidelines.
