IT Service Desk Analyst

Job IntroductionAt Tarmac, ‘who you are’ matters. We want to get to know you. If you share our values and are proud of a job well done, collaborative in working well with others and ambitious to make things better, then have a read of what we have on offer.We are currently looking for an IT Service Desk Analyst to join our IT team based in Solihull. The role is hybrid working.The role is responsible for delivering IT support to all users in accordance with defined Service Level Agreements (SLAs). It takes ownership of incidents and problems through to resolution and takes timely and appropriate action to escalate in the event of a complaint or emerging problem.To provide the level of service required by the Tarmac business, the IT Service Desk operates rota-based shifts and out-of-hours service, and so the working pattern will vary, and will include starting before and finishing after office hours, and being on call out-of-hours, i.e. overnight, weekends, and public holidays.The role also performs scheduled tasks to monitor and maintain IT services, and take action as appropriate by working with the Technical Analysts to ensure IT services remain healthy and perform within SLAs.Role ResponsibilityIn this role you'll:Actively promote safe and healthy ways of working across TarmacEnsure direct and indirect reports are fully conversant with the Company’s health and safety policies and are operating according to defined safe working practices and risk assessments.Provide telephone support and remote resolution of incidents raised with the IT Service Desk, including out-of-hours supportEscalate high-impact problems and identifies and mobilises resource required to aid resolutionManage and escalates SLA breaches as appropriateManage escalations and formal complaints within the agreed frameworkWork with third-parties to ensure competent service deliveryActively develop skills and knowledge to effectively support new and existing technologiesPerform root cause analysis and recommends options for overcoming major problemsEnsure processes are continuously improved based on evidence from the above accountabilities