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Support Analyst Service Improvement (Level 3)

Saint Gobain
Closing date
23 Feb 2021

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Technology & New Media
Contract Type
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Job Details

Support Analyst Service Improvement (Level 3)

Competitive Salary - This role is Huddersfield based however due to the current COIVD-19 pandemic this role will be remote/working from home for the foreseeable future to be reviewed.

Saint-Gobain - Winners of 'TOP EMPLOYER UK AND GLOBAL' five years running! (2016-2021)

A truly exciting time to join us here at Saint-Gobain as we continue to deliver on our Digital Transformation projects. Saint-Gobain is a global leader in the construction industry with a presence in over 67 countries worldwide.

Role Purpose

To innovate, improve and provide technical input to Service Delivery. Actively seek out areas for improvement in services managed, and provide support and maintenance for these services through the ownership and resolution of Incidents and Service Requests, performing routine maintenance and by undertaking project work as required. Be proactive in documenting and sharing knowledge with all teams, enhancing the capability of IT as a whole, working collaboratively with all.

Essential requirements

Experience of providing 3rd line support and work with enterprise level applications

Proven experience of software development, and/or the ability to maintain code of existing applications.

Can create documentation / operation guides at a high standard.

An understanding of system interfaces.

An innovative approach and a desire to improve the IT service delivered to the business.

Able to execute at speed, own several work items at once, and prioritise.

Can manage own time effectively and demonstrates proactivity daily.

Excellent problem solving skills.

An aptitude for IT, a desire to learn and an interest in technology.

Software development skills, and/or the ability to maintain code of existing applications.

You will be required to:

Work on Service Improvement projects to deliver enhancements, system upgrades, or put new solutions in place to improve the service delivered to the business.

Actively seek out areas for improvement in services managed, and support a culture of innovation and improvement within own team and across other teams.

Provide a level of third line support for colleagues in other teams, helping to resolve incidents and service requests when asked.

Own and resolve Incidents assigned to team and own queue, ensuring that effective communication with customers is maintained throughout and business impact is understood and minimised.

Ensure that Service Requests assigned to team and own queue are fulfilled in a timely manner and that customers are sent notification when work is complete.

Perform proactive monitoring of supported systems in order to identify any potential issues and minimise any potential disruption to the business.

Document processes, procedures and review documents written by other team members, providing feedback where required.

Research new and emerging technologies in order to be able to evaluate whether these can offer any business benefit.

We also offer some fantastic benefits, including:
  • Competitive Salary.
  • A defined contribution pension scheme.
  • 31 days holiday (including bank holidays)
  • Flexible Holiday buy-sell scheme (allowing up to 3 days holiday to be bought or sold).
  • As an employee you are automatically covered by the Saint-Gobain Life Assurance Scheme.
  • Staff discounts on high street and leisure activities and various other benefits.

If you're up for a new challenge and think you've got what it takes, apply online today!
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