Service Desk Analyst
This is a {Advertised Permanent / Temporary}, {Advertised Full Time / Part Time} vacancy that will close in {x} days at {xx:xx} BST.
The Vacancy
ABOUT THE ROLE
We are looking for a Service Desk Analyst to join our IT Team at our Rotherham or Stocksbridge sites and remotely.
The Service Desk Analyst will work as part of a team responsible for providing 1st and 2nd line IT support to all Liberty Steel businesses. To provide first-line support to users and customers, giving advice and assistance with matters related to LIBERTY STEEL IT and other services. The Service Desk Analyst will perform first-time fix on incidents where applicable and be the first point of contact for all matters related to tickets logged on the Liberty Steel IT Service Management tool. The Service Desk Analyst will also provide second-line technical support for incidents, including liaison with third-line support teams and vendors to ensure incidents are resolved efficiently and within SLA timescales. The Service Desk Analyst will ensure service requests raised via the Web Portal are managed through to delivery, liaising with all resolver teams, and providing regular updates to IT users.
The Service Desk Analyst will:
- Deliver 1st and 2nd line Service Desk support, providing the single point of contact and the customer facing element of Liberty Steel IT.
- Ensure all incidents and service requests are resolved within the timescales defined in the Liberty standard Service Level Agreement.
- Ensure all tickets are logged in the ITSM tool, with regular updates provided and correct resolution action taken.
- Liaison with all resolver groups involved in the management incidents and service requests, including internal Liberty IT teams and third-party vendors.
- Follow up on customer satisfaction surveys to ensure business IT users’ feedback is responded to.
- Assist in managing the Service Desk tool set, ensuring all incidents and service requests are logged accurately, regular updates provided, and correct resolution action taken.
- Contribute to the Rota for delivering services on a 24x7x365 basis (with P1 support provided during out of hours periods).
DUTIES AND RESPONSIBILITIES
The Service Desk Analyst will be responsible for:
- Provide technical support and resolution for all incidents reported by IT users. Liaison with third line support teams and vendors to ensure incidents and service requests are resolved effectively.
- Incidents managed and resolved in line with SLA targets.
- Service requests managed and delivered within SLA targets.
- Provide Service Desk communications and notifications for service outages to IT users, liaising with suppliers and colleagues in Liberty Steel IT as appropriate.
- Regularly update IT users on the latest status on reported incidents, communicating via Teams, telephony, email, or in person.
- Respond to alerts notified to the Service Desk from monitoring tools, ensuring these are assigned to and resolved by the correct support teams or vendors.
- Where appropriate escalate any issues or concerns with Liberty Steel IT service provision to the Service Desk Manager.
- Assist in the maintenance of the Service Desk tool sets – Halo ITSM and telephony solution, identifying improvements and highlighting any issues.
- Ensure customer satisfaction surveys are followed-up (for all ‘dissatisfied’ or ‘acceptable’ ratings).
- Assist in the set up and maintenance of support articles in the KMS (Knowledge Management System) within the Service Desk tool. Check and update the CMDB (Configuration Management Database) to ensure that configuration item data is accurate.
- Carry out Liberty Steel IT daily support and handover tasks as required.
REQUIRED SKILLS
The Service Desk Analyst will have:
- Experience of working in a similar role.
- Excellent communication, interpersonal and teamworking skills.
- Excellent troubleshooting and analytical competency.
- Knowledge of computing services (desktop, Internet, mobile technologies etc.)
- Knowledge of IT infrastructure (i.e. Networks) and applications (i.e. Office 365)
- Understanding of knowledge base systems and service desk tools.
- Previous experience working in an ITIL Framework to deliver the IT services to the Business.
- Full UK driving licence
BENEFITS
- 35 days holiday
- Up to 16% combined pension contribution
- Access to Occupational Health
- Career progression
About Us
LIBERTY Steel Group, part of the GFG Alliance and a leading GREENSTEEL producer, is a global integrated steel business bringing together assets across the steel supply chain, from production of liquid steel from raw and recycled materials through to high value precision engineered steels. With a total rolling capacity of 20 million tonnes, 200 manufacturing locations globally across 12 countries and employing more than 30,000 people, LIBERTY Steel’s furnaces, mills, services centres and distribution sites across the UK, continental Europe, Australia, the United States and China serve demanding sectors such as construction, energy, aerospace, automotive, and infrastructure. LIBERTY Steel is a leader in sustainable industry with a mission to become Carbon Neutral by 2030 (CN30).
GREENSTEEL
LIBERTY’s GREENSTEEL strategy seeks to transform steel making through increased use of steel recycling in electric arc furnaces (EAF), application of low carbon and renewable energy sources to power industrial processes and use of hydrogen instead of coking coal as a reducing agent for iron ore through Direct Reduce Iron (DRI) plants to remove CO2 emissions from steel making.
Our Purpose and Values
Sustainability
Our STRATEGY is to create an economically viable business model for our industries which is profitable for the long term, allows for socially sustainable development in our local communities and is carbon neutral.
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