IT Support Analyst

Job Description

Controls IT Support Analyst

Full time

Solihull

An exciting opportunity has arisen for you to join us as an IT Support Analyst in Solihull.

The IT Desktop Support role is to actively resolve user reported incidents and requests for all end-user equipment, applications and services. The individual is expected to maintain a high level of customer service for all support queries and adhere to all service management principles.

The role also requires that the individual take ownership of user problems, be proactive when dealing with user, and ensures adherence to the agreed Service Level Agreements (SLA’s). A strong sense of urgency is required for this role, coupled with a pragmatic can do attitude and a willingness to learn new things. The role requires the candidate to flex between working on their own and being a player as a part of a larger regional team.

Why Rolls-Royce?

Rolls-Royce is one of the most enduring and iconic brands in the world and has been at the forefront of innovation for over a century. We design, build and service systems that provide critical power to customers where safety and reliability are paramount.

We are proud to be a force for progress, powering, protecting and connecting people everywhere and we want to ensure that the excellence and ingenuity that has shaped our history continues into our future, and we need people like you to come and join us on this journey.

What we offer

We offer excellent development opportunities, a competitive salary, and exceptional benefits. These include bonus, employee support assistance and employee discounts.

Join us and we’ll provide an environment where you can be yourself. An inclusive, digital-first culture that invests in you, gives you a platform for continuous learning, and access to an incredible breadth and depth of opportunities to grow your career.

We offer excellent development, a competitive salary and exceptional benefits. These include bonus, employee support assistance and employee discounts.

What you will be doing:

The IT Support Engineer role is to actively resolve user reported incidents and requests for all end-user equipment, applications and services. The individual is expected to maintain a high level of customer service for all support queries and adhere to all service management principles.

The role also requires that the individual take ownership of user problems, be proactive when dealing with user, and ensures adherence to the agreed Service Level Agreements (SLA’s). A strong sense of urgency is required for this role, coupled with a pragmatic can do attitude and a willingness to learn new things. The role requires the candidate to flex between working on their own and being a player as a part of a larger regional team.

Responsibilities:

• Incident Management

• User administration

• Taking ownership of end user incidents through to resolution.

• Identify, resolve and document hardware, software and user problems.

• Actively track and monitor all incidents until resolved and closed in a timely manner.

• Continuously review performance against Service Level Agreements.

• Allocation of tickets including the management of tickets assigned to third parties.

• Timely resolution of user login issues (including network, Unix, VMS, Business Applications).

• Timely resolution of hardware issues relating to end user equipment, issues relating to Email, Internet access and Network Folders, client applications, end user network issues etc.

• Providing general advice and assistance.

Who we're looking for:

• Experience of defining and working to Service Level Agreements

• Experience in resolving IT issues

• Experience with User administration

• Broad experience of managing customer relationships and expectations

• Working knowledge of desktop operating systems, desktop hardware and repair and networking

• Knowledge of applicable data privacy practices and laws

• Experience of working with Citrix

• Knowledge of application packaging, on-premise Active Directory and server operating systems

The professional level and the salary of the position will be dependent on the skills and experience of the successful candidate..

It is advised that you inform your current manager of your application for this role.

We are an equal opportunities employer. We’re committed to developing a diverse workforce and an inclusive working environment. We believe that people from different backgrounds and cultures give us different perspectives which are crucial to innovation and problem solving. We believe the more diverse perspectives we have, the more successful we’ll be. By building a culture of caring and belonging, we give everyone who works here the opportunity to realise their full potential.

You can learn more about our global Inclusion strategy at Our people | Rolls-Royce

Job Category

Information Technology

Posting Date

14 Mar 2025; 00:03Posting End Date23 Mar 2025