Service Desk - Tier 1 - #146115

Optimas Solutions


Date: 2 weeks ago
City: Gloucester
Contract type: Full time
Description

IT Support Analyst – Tier 1

About Optimas

Optimas is a global distributor of fasteners, c-class products and safety supplies, delivering around 10 billion components worldwide to leading manufacturers every year. Optimas has a diverse, global team of over 1,600 individuals, operating from 16 countries, 60+ distribution centers, 9 quality labs and 2 manufacturing locations to support the complexities of our customers’ industries, enabling them to achieve their goals and be successful.

Position Overview

Outstanding customer service starts with a great experience and expertise at the first point of contact— the IT Service Desk. IT Support Analysts exhibit grace under pressure as users bring all types of issues and questions at any and all times of day. They know their stuff and who to call, always representing the entire IT organization as professional and approachable. The best compliment is incentivizing users to return for more great support at the next opportunity.

Ideal candidates will be students of Computer Science, Engineering or closely related studies with a passion for exploring new technologies, an appreciation for customer satisfaction, and the ability work within a team. Extensive experience is not a requirement, but the ability to learn quickly and work systematically are expected.

Key Responsibilities

  • Prompt, professional response to issues and requests submitted via phone, email, web ticket, chat, SMS, walk-up, or detected by monitoring
  • Determine impact and urgency of an issue to determine priority, including security risks
  • Conduct initial triage and troubleshooting on a wide range of technology issues
  • Resolve issues within scope and continuously expands expertise to escalate fewer
  • Escalate unresolved requests with quality work documented
  • Guide, train, and advise employees on the proper use of equipment and IT services
  • Meet users at their office for deskside support as needed
  • Perform defined services, such as client PC builds, network & server maintenance, security operations, etc.
  • Manage IT hardware inventory, including deployment and recovery
  • Contribute to the IT knowledge base and positive development of the IT environment
  • Maintain records in a ticket tracking system and perform to measured service goals

Page 1 of 2

Key Competencies

  • Microsoft Windows client operating system & applications
  • Microsoft Active Directory, Group Policy, and user management/provisioning
  • Mobile devices, telephony, and similar personal technology
  • Enterprise networking and infrastructure fundamentals
  • Experience with the following is preferred
  • Google G Suite or similar enterprise productivity suites
  • Server administration experience is a plus, including Windows & Linux
  • IBM Mainframe and AS/400 experience is a plus
  • Cisco networking command experience, including Meraki, is a plus

Skills And Qualifications

  • Bachelor’s degree in a related technology field or equivalent experience required
  • Excellent English language speaking, reading and writing
  • Proven ability to support users with varying technical ability, including C-level executives
  • Strong critical thinking skills that facilitate expedient problem resolution
  • Internal drive and urgency to solve problems systematically
  • Attention to detail (organizing information, being accurate)
  • Experience with service desk tools and procedures is a plus
  • Experience in international customer service and support is a plus
  • Frequently required to reach, pull, and/or employ fine motor skills, lift, carry, or otherwise move up to 20 lbs. while working with technology equipment

To Staffing and Recruiting Agencies: Optimas does not accept unsolicited CVs or applications from agencies. Optimas is not responsible for any fees related to unsolicited CVs or applications and explicitly reserve its right to contact candidates presented in such unsolicited CV or application.

Optimas OE Solutions provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Optimas OE Solutions complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Page 2 of 2

How to apply

To apply for this job you need to authorize on our website. If you don't have an account yet, please register.

Post a resume

Similar jobs

Sales Manager - Sport Travel

Mike Burton Group Limited, Gloucester
2 weeks ago
Sales Manager Mike Burton - Destination Sport Group This is a hybrid role based in our Gloucester office, you must live within a commutable distance. As part of Destination Sport Group (“DSG”), Mike Burton create and deliver major brand, customer and revenue focused ticketing and travel programmes around the globe, working in direct partnership with organisations that include the British...

Materials and Process Engineer

Energy Job Search, Gloucester
2 weeks ago
Job Description Summary This role is for an engineer / technologist to support the Materials & Process team on a number of projects. Example projects include; Material obsolescence , defect analysis, cost reduction, alternative coatings and novel manufacturing techniques. Job Description Key Responsibilities Material Selection And Evaluation Research and select appropriate materials for specific applications based on performance, cost, and...

Political Research Assistant

Gloucestershire County Council, Gloucester
£40,476 - £45,718 per year
3 weeks ago
This is a Gloucestershire County Council job. Job Title: Political Research Assistant - Liberal Democrats Job Location: Shire Hall Salary: £40,476 - £45,718 per annum Hours per Week: 37.00 Contract Type: Fixed Term Duration: Four Years Closing Date: 18/06/20225 Job Requisition Number: 11217 This post is not open to job share Bring Local Government to Life. Shape the Liberal Democrat...