BCA Wrecclesham, Surrey
Mar 20, 2019
BCA operates the largest used-vehicle marketplace in the UK and Europe operating in 10 countries, 60 different locations, selling 1.3 million vehicles per annum. BCA touches over 3.5m vehicles a year as it provides services along the vehicle life cycle from port to dealerships for new vehicles to refurbishment and logistics for used vehicles and the core re-marketing and auction operations. Main purpose of job: Reporting into the IT Service Desk Team Leader, the IT Service Desk Analyst is a confident speaker with a proactive and professional attitude. The analyst will show strong problem solving skills, while adhering to processes and procedures set by standards such as ISO9001:2015 and frameworks such as ITIL. The analyst will have experience working in a fast paced Service Desk environment and can adapt to changing priorities quickly. They will have proven customer service skills as well as the technical skills which will aid in the development of the Service Desk. Main Responsibilities: You will provide high quality customer focused internal IT support for BCA staff (refer to as our customers/internal customers) You will be responsible for ensuring all IT incidents and requests are logged on our ITSM tool and that all tickets are co-ordinated, monitored, escalated as required and resolved to the customer's satisfaction, within an ITIL driven environment You will ensure that the ticket quality is of a very high standard You will ensure that there is high availability on the Service Desk for customers to be able to engage with the IT department when they need support in line with agreed KPI's You will provide a high level of technical expertise to our internal customers when required, ensuring the Service Desk first contact fix rate is in line with agreed KPI's You will demonstrate a high level of problems solving and troubleshooting skills with each and every ticket you work on, documenting your work within the ticket system You will be responsible for ensuring correct processes are followed as guided by the Service Desk ISO9001:2015 documentation You will be responsible for the procurement of IT assets and software as required by the business for their BAU activities You will be responsible for ensuring that our Asset register is kept up to date in line with department policies You will be required to perform enrolment based tasks, to ensure our services and systems contain accurate customer details whenever required You will be able to efficiently manage your own workload within a fast paced environment where priorities can change without warning You will be able to assist with analysis of the Service Desk workload, demand and performance, as directed by the IT Service Desk Team Leader - this will include daily/weekly reporting on metrics against agreed KPI's You will be required to assist with all work undertaken within the ITIL service lifecycle, when requested with the main focus being on Service Transition ensuring the Service Desk are fully represented and can support the new service successfully You will be required to log tickets for Change Requests associated with third parties as per agreed processes within the IT department You will be responsible for device configuration including but not limited to; laptop, desktop and mobile devices You will be responsible for ensuring that the knowledge articles within the IT department (mainly Service Desk) are relevant and up to date, making any changes when required and in accordance with BCA quality standards - identifying any available first contact fix opportunities To undertake any other miscellaneous or non-recurring duties related to the post as directed by your line manager Required Competencies Knowledge of working to standards/frameworks (ITIL/ISO) Working knowledge of an ITSM tool At least 4 years' experience of working in a Service Desk environment High level of problem solving/troubleshooting skills Working knowledge of Windows 7/10 Working knowledge of Active Directory within a Windows environment Working knowledge of Microsoft technologies, including Word, Excel and Office 365 Can articulate technical and non-technical conversations via written media Able to represent the company and the team professionally and responsibly internally and externally Self-motivated, with a willingness to help others when assistance may not be available Enthusiastic and interested in BCA's business and services Ability to learn new systems/services/processes within a fast paced environment Desirable Skills Experience producing reports on Service Desk activity Experiencing of administration of Office365 CompTIA A+ certification or relevant knowledge Proficient Active Directory administrator skills, including creating accounts and group membership Proven troubleshooting skills for network/Wifi faults Proven troubleshooting skills for VOIP Telephony systems Knowledge of software deployment package creation Knowledge of ISO9001:2015 framework Working Hours The Service Desk covers hours from 09:00 - 17:30 Monday to Friday You will aslo be required to cover 09:00 - 13:00 on a Saturday on a rotating basis with the other team members. Working for BCA We have been bringing together buyers and sellers for nearly 70 years. Starting in 1946 as Southern Counties Car Auctions, we were one of the first companies to let people across the UK buy and sell a wide range of cars at auction, from budget run-arounds to exotic imports. Working for BCA you will receive; Benefits include a minimum of 23 days holiday Company pension scheme Internal promotion as much as possible Free parking onsite Cycle to work scheme Subsidised restaurant that delivers Reward scheme that offers online and high street discounts If you're looking for a career that has great teamwork, training, rewards, long-term scope and is going places - apply now!