The IT Service Support Engineer/Analyst will be responsible for providing first and second line IT support and response services to a very demanding user base across LKQ Europe. The successful applicant will deliver a positive customer experience through the swift and efficient resolution of problems and issues.
Responsibilities
- Receiving and responding to a range of requests for IT support
- Providing information to resolve, meet requests, or investigate to promptly resolve and escalate as appropriate
- Maintaining information and recording, tracking, monitoring and reporting as appropriate
- Monitoring and logging the actual service provided against expected service level agreements (SLAs)
- Prioritizing and diagnosing incidents
- Investigating causes and either resolving or escalating as required
- Facilitating recovery, following resolution
- Documenting incidents to agreed procedures
Qualifications
- Experience in a first/second line service desk response role
- Technical and commercial education ideally in information technology
- Knowledge and understanding of end user technology devices, operating systems, business applications, software, printing systems and cybersecurity basics
- Setting up of new equipment and upgrading existing systems
- Experience/knowledge of the "ServiceNow" ITSM platform or similar and all related processes
- Strong written and verbal communication skills
- Calm, proactive and participative approach for solving operational problems and issues.
Benefits
- Flexible working options
- Annual bonus
- Enhanced parental benefits
- EAP
- Pension
- 25 days annual leave