Infrastructure Analyst Level 2

London (Greater)
11 Feb 2018
16 Feb 2018
Contract Type
Full Time
Established in 1984, Uniserve are the largest British privately owned international freight and logistics company in the UK. Working with an unrivalled network of professional partners across the world. We are experts in all major Global trade markets and specialists in Europe, China, South East Asia, and the Indian Subcontinent.

We are recruiting for an Infrastructure Support Desk Analyst to join our exciting and challenging IT service desk in Upminster. The Support Desk operates in the UK and China and supports our customers in the UK and partners throughout the world. As well as providing 2nd line support you will be involved with projects assisting and supporting our infrastructure team and training team, who support our networks and user understanding that underpin Uniserve and other businesses within the group.

The 'OneWorld' platform is Uniserve Group's global operating platform and our customer supply chain management system. The OneWorld Service Desk operates in the UK and China and supports our customers in the UK and partners throughout the world.

In this role you will be expected to:

* Receiving and recording details of customer problems
* Keeping customers informed of their call request status and progress
* Escalating more technical incidents, problems and tasks as appropriate
* Liaising with other IT teams, where appropriate, in order to resolve customer requests With a mindfulness for quality deliverables, align with IT and facilities resources to execute on requests in a timely fashion
* Documenting and maintain relevant procedures and configuration information
* Maintain currency, expertise and competency of relevant One World products, policies, and methods for support delivery
* Monitoring and reporting of failed Infrastructure Support assignments
* Gathering evidence and recreating of issues with impact assessment and issue prioritisation
* Following the Change Management Request process and gain necessary approvals
* Organising releases with the infrastructure team and the release of the new solutions
* Reviewing equipment stock levels and report where replenishment is required
* Ensuring that all assets are recorded and managed within the group via our Asset Database Solution
* Provision and de-provision equipment for users following the equipment request process
* Liaising with third party suppliers to resolve issues and requests from the group
* Educating staff in how to use new technologies and champion the use of One World throughout the Uniserve Group

Skills and Experience:

* Willingness to experiment with new equipment, applications and ideas
* Self-motivated strong team player who understands that customer service comes first before anything else
* Natural problem solver who enjoys identifying ways to make things better
* Flexible and open to changing priorities and managing multiple tasks simultaneously within limited time frames
* Thoughtful decision making skills with a knack for identifying, prioritising, and articulating the highest impact initiatives
* Drive your work to completion within specified time constraints
* Deliver ideas and solutions to many audiences, including your team and IT leadership

The position may require travel to other UK offices

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