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Euro Car parts

We are greater than the sum of our parts.
We know that people make us who we are.

At Euro Car Parts we recognise that our people are our most valuable asset. They make the difference between good and great.

Job Ref No. ITSU94883

2nd Line Support Analyst

Tamworth

Contract - Full Time,Permanent - Full Time

Job Description

Working as part of the I.T. Service Desk team to ensure the smooth operation of Euro Car Parts & associated company’s systems.

Key Responsibilities:

  • Log, own, maintain and resolve incidents and service requests.
  • Liaise with and assist our third-party technical support and maintenance companies. Examples: Wan, Telephony, etc
  • Working closely with the rest of the IT department to continuously improve our systems and SLA’s.
  • Administration of all user related objects including but not limited to users, groups, workstations, distribution lists, email accounts
  • All incidents and requests to be logged appropriately with the correct level of technical detail.
  • As part of a rota with the other support team members working a one in four Saturday.
  • Occasional other tasks may be required to ensure the smooth running of the department and its systems.

Specific Tasks

  • Assisting 1st line analysts to handle a large volume of calls during potential major incidents.
  • Log and maintain ALL tickets onto the appropriate systems.
  • Act as a key escalation point for 1st line Analysts.
  • Deal and act upon compromised accounts with detailed documentation for Infosec, whilst adhering to the company’s data breach policies.
  • Become a subject expert on selected applications, therefore providing in house training to your service desk colleagues.
  • Monitor incidents and requests that are approaching internal SLA’s.
  • Own & distribute communications regarding major incidents.
  • Creating resolution documentation to post to the service desks knowledge base.

Essential Technical Skills

Minimum 2 Years’ experience covering a broad range of IT subjects including

  • ITIL Foundation.
  • Windows 8/10 operating systems.
  • Office 365 basic administration.
  • Cisco Call Manager (CUCM), IPTelephony.
  • Troubleshoot & Diagnose Laptop, Desktop hardware issues.
  • Active Directory, DNS, DHCP, LAN, WAN.
  • Diagnose remote printer incidents.
  • Remote Desktop (Kaseya).
  • ServiceNow application.
  • Mobile phone troubleshooting and support.

Preferred Skills for this position

  • Good fault diagnostic skills
  • Excellent communication skills.
  • Customer Service focused.
  • The ability to work well under pressure.
  • Self-motivated.
  • Skills to work alone as well as a large team environment.
  • Excellent time management.
  • Adhering to the ITIL best practice of continuous improvement.
  • With training and development understand the key principles of the business.
  • Continue to develop relationships with resolver groups.
  • Full driving licence.

Working Hours:

Shifts between 07:00-19:00. 1 in 4 Saturdays 08:00-16:00

LKQ Europe ECP Andrew ECP Arleigh LKQ Coatings