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IT Service Desk Analyst (14 Month FTC)

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Location: London, England, United Kingdom
Job ID: 45614
Date Posted: Jul 27, 2020
Segment: Mobility
Business Unit: Hitachi Rail
Company Name: Hitachi Rail Limited
Profession (Job Category): Information Technology
Job Type (Experience Level): Experienced
Job Schedule: Full-time
Remote: No

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Description

Are you looking for opportunities to work on high profile rail projects and advanced technology alongside experts from the UK, Europe and Japan? Come and join the fastest growing rail business in the world!

As a global provider of total railway solutions, Hitachi Rail Europe has a growing international presence and product range. We are leading the largest rail modernisation project in UK history and delivering the UK’s next generation of rolling stock. We are working to Inspire the Next – and this is your chance to be part of it.


Your new role

In this exciting new role you will provide a single point of contact and first level technical support for any aspect of the Information Systems department to all HRE users.  Duties include assisting with computer hardware, software and desktop applications.

Specifically, you will be responsible for the following deliverables:

  • Act as a single point of contact for phone calls and emails from users regarding IT issues and queries in a technical and organisationally complex environment.

  • Call logging, call allocation and call queue management of all calls in the Service Desk Call Logging system (ITSM).

  • Provide 1st Line level diagnostics, trouble shooting of IT related problems.  Duties include computer hardware (Laptops, PC’s Printers Telephony), software and desktop applications.

  • Request Management - User provisioning activities associated with user lifecycle activities, new user accounts, amendments and deletions. 

  • Take ownership of user Incidents/Requests through its lifecycle, liaising with other areas of IT Technical teams and ensuring good communication with the customer.

  • To maintain a high degree of customer service for all support queries and adhere to all service management principles.

  • Work with external service and support providers to support Incident and Request Management.

  • Escalate technical issues to the relevant IT Support teams/members.

  • Maintaining an Asset Database and track changes

  • Although the position is primarily based in London the candidate may be required to travel to other Hitachi locations in the UK.

 
About you

Essential Requirements

  • Experience in providing IT support for a fast growing multi-site organisation (> 3000 persons)
  • Incident Management experience – Managing incidents including business expectations and communication
  • Excellent communication skills and telephone manner.
  • User & Security Group Active Directory administration, experience in administering user accounts, password resets, create groups in Microsoft Active Directory/MS Exchange. 
  • Good knowledge of Microsoft based operating systems with emphasis on Windows 8 & 10 and Office 2016 (but not limited to).  MS Office applications used within the Association (Word, Excel, Outlook, PowerPoint)
  • A basic understanding and competency in problem assessment and solving within an ITIL Support Service framework
  • Ability to publish support documentation (knowledge base articles, user guides) to assist users with self-help.
  • Provide stats for the weekly Service Desk report on call trends
  • 1 year experience of working in a IT Service Desk environment

Desirable Requirements

  • Experience of ServiceNow ITSM call logging system or similar
  • SAP first line support

Qualifications

  • ITIL Foundation Qualification
 

Why Hitachi Rail Europe?

At Hitachi Rail Europe you will find a passionate and collaborative environment. We operate according to our values of Harmony, Sincerity and Pioneering Spirit. As such, we work closely as a team and empower our colleagues to take ownership and become creative in our pursuit of excellence. We take pride in the contribution we make to society and we always act with integrity and fairness towards our customers, suppliers and colleagues.

We offer a competitive salary and annual leave entitlement as well as a generous benefits package. This includes a pension scheme with contributions up to 9%, health insurance, and many more perks for you to choose from within a flexible plan that will meet your specific needs and lifestyle.

If you like the sound of the above and feel energised by the idea of joining a great brand at a moment of exciting expansion, please apply now. We look forward to hearing from you!


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