Job Title: IT Response Centre Support Analyst
Reports to: IT Response Centre Manager
Date: May 2011
Purpose of the job
Support functional users of IT services, applications hardware and tools with timely and knowledgeable resolution of issues, in-the-moment training, documentation of recurring fixes and delivery of new or updated tools and equipment as needed.
Participate in issue resolution through disciplined queue management in the helpdesk system, including logging issues on behalf of users where appropriate, accepting and resolving issues within stated service level commitments and accurately logging results in the system.
Participate in Response Centre projects and out-of-hours coverage as required.
Deliver all services with a high commitment to Customer Satisfaction and adherence to Hexcel IT policy.
Principal Accountabilities
a) Record and resolve help desk queries either over the telephone or via remote control of the equipment within SLA targets.
b) Day to day monitoring and updating the Global Helpdesk system, including escalation of tickets where necessary to Senior Analysts, other IT teams and the IT Response Centre Manager as appropriate.
c) Set-up and install new PC hardware / software, using departmental procedures and standards.
d) Carry out daily plus monthly scheduled housekeeping activities, such as responsibility for the Network Server back up.
e) Carry out network administration duties such as adding and removing network user ids and email accounts in line with departmental procedures and standards.
f) Record hardware faults and liaise with third-party maintenance companies to assess whether repairs meet economic justification. Undertake routine hardware maintenance.
g) Liaise with Response Centre Analysts, including other Response Centre locations, to ensure effective coverage of regional/local issues and effective handoff of function user issues to other locations or staff members.
h) Provide administrative duties as required by the department.
Knowledge Skills and Experience
a) Knowledge of PC hardware technology.
b) Knowledge of upgrading PC hardware, including memory modules, hard-discs, CD-ROMS, etc.
c) Knowledge of current MS Windows applications, server and workstation.
d) Knowledge and working experience of current MS Office product range.
e) Knowledge of PC network security issues, including virus protection and prevention.
f) Effective communication skills, able to impart instructions clearly and concisely.
g) Ability to document routine fixes for publication in the IT knowledge base and training documents.
h) Logical problem solving abilities, capable of using initiative to provide a solution to recurring problems.
i) Able to work effectively as part of a team.
j) Language skills would be an advantage.
Planning Organising and Controlling
• Control and enforce IS operating standards across the Company.
• Effective organisation of own time to meet requirements of IT Response Centre queries.
• Able to prioritise issues and to switch between different activities quickly.
• Plan to meet routine requirements in conjunction with being able to react quickly to ad-hoc queries.
Contact with others
• Contact with all Company personnel on PC and hardware issues.
• Contact with Analysts and Management to escalate IT Response Centre queries that are not being resolved in a timely manner.
• Contact with third-party maintenance companies to report and assess hardware faults.
Major challenge of the job
Provide effective and timely issue resolution and IT support for a global workforce with consistently high standards of Customer service and an appropriate sense of urgency for the business impact while maintaining IT policies and standards.
