Make your mark in our exciting world at Siemens. We are a collection of over 372,000 minds building the future, one day at a time. Together, we create technologies that take society further. We are currently recruiting an IT Service Desk Analyst to be part of the new in-house IT Service Desk team in Nottingham. The role will be part of a small Service Desk team working within the IT Service Management function and is an interesting and varied role. This role is an entry level position however there is the opportunity to progress into a more technical or service management process focused role to the right candidate. It’s incredibly important that our people enjoy working here and therefore we take great pride in having a friendly, helpful and engaging culture. We also appreciate that training and development is important to many and that’s why we have a supportive environment which invests in our employee’s career growth, whether that’s Chartership, training or mentoring. This is your role. What part will you play? As part of the IT Service Desk team, the Service Desk Analyst will act as a point of contact for the MAS Operations function, assisting in the provision of 24/7 support to MAS staff based in the field, office or home and external business partners, for all IT related issues and queries in line with ITIL framework processes. This includes: Handling of IT Incidents via telephone, email and self-service portal. Raising incident tickets with the appropriate priority and severity levels and routing to the 2nd line teams and Third Party Vendors. Escalation and management of severity 1 and 2 tickets. Incident matching to identify Major Incidents and Problems. Monitor ticket queues and act accordingly to keep resolution of tickets within SLA. Providing 1st level and some 2nd level fixes for legacy systems, field engineer devices and MAS specific workplace set-ups. Trouble-shooting system connectivity and user account issues. Remote support of field engineer devices, Mobile Device Management (MDM) software and asset management of field hardware estate. Offer ‘workarounds’ where a fix is yet to be established (technical or non-technical). Maintenance and creation of knowledge base articles for the end user, service desk and wider audiences. Handling and completion of service requests ensuring that appropriate authorisation is received for certain Service Requests (such as onboarding and system access for end users). Management of legacy system user accounts in line with in-house policies and ISO 27001 (creation, reset and removal of user accounts). Assist end users in the logging and escalation of issues relating to IT services provided to MAS by Siemens Global IT. Providing advice and guidance on ‘exception’ requests and issues. Communicate system outages through various platforms (email, Yammer, call logging tool). Report on outage times and resolution details to ensure that the series of events surrounding a severity one system outage are fully captured for RCA and SLA reporting purposes. Assist in continuous improvement and best practice initiatives. Championing and contributing to self-service, self-help and automation of processes to improve end user experience and resolution time. Provide out-of-hours emergency cover as part of an on-call rota (24/7). Intuitively assess the impact of reported incidents outside of normal working hours and determine if immediate action is required. Use your skills to move the world forward: Excellent technical trouble-shooting and analytical skills. Ability to work issues with minimum guidance Excellent oral and written communication Great interpersonal skills ensuring effective communications with customers, colleagues and suppliers alike. Ability to adapt communication appropriately based on end user’s situation or level of competency. Candidate must be able to think logically and make intuitive decisions. Ability to collaborate and work flexibly within a team with an enthusiasm for learning, development and embracing new technologies. Desire to be part of a service focused team delivering service excellence Demonstrable understanding of general IT services within a corporate working environment. (desired). Demonstrable understanding and working knowledge of IT Service Management processes (desired). We’ve got quite a lot to offer. How about you? Our compensation package includes a competitive salary, holiday allowance, pension and other additional benefits. We celebrate the fact that our employees are individuals and have different wants and needs. With this in mind, we have a flexible benefits scheme where you can tailor your benefits package to suit you. Siemens recognise that building a diverse workforce is critical to the success of our business. We strongly encourage applications from a diverse talent pool - you can read more about our commitment to diversity by clicking here. We also welcome the opportunity to discuss flexibility requirements and workplace adjustments with all our applicants. See our flexibility culture here. We have partnered with VERCIDA, the UK's largest diversity and inclusion focused careers site where all our vacancies are in an accessible format. If you require any reasonable adjustments to be made to enable you to participate in the recruitment process, please let us know via our FAQ section here. #LI-KH1 Organization: Smart Infrastructure Company: Siemens plc Experience Level: not defined Job Type: Full-time