Job Description
Controls IT Support Engineer
Full time
Derby
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.
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.
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
Work with us and we’ll welcome you into an inclusive culture, one that invests in your continuous learning and development, and gives you access to a wide breadth and depth of experience.
What we offer:
We offer excellent development opportunities, a competitive salary, and exceptional benefits. These include bonus, employee support assistance and employee discounts.
Your needs are as unique as you are.
What you will be doing:
- Incident Management
- User Administration
- Resolution of end user incidents including, but not limited to, the following:
- Identify, resolve and document hardware, software and user problems via help desk tool, telephone and e-mail. Track and monitor problem until resolved and closed in a timely manner.
- 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, printing issues, issues relating to Email, Internet access and Network Folders, client applications, desk phones and mobile handsets and end user network issues including access to the wireless network and remote access.
- Providing general advice and assistance.
What We’re looking for:
At Rolls-Royce we put safety first, do the right thing, keep it simple and make a difference. These principles form the behaviours that guide us and are an essential component of our assessment process. They are the fundamental qualities that we seek for all roles. And for this role, we are looking for someone who is/has:
- 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
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. And the more perspectives we have, the more successful we’ll be. By building a culture of respect and appreciation, we give everyone who works here the opportunity to realise their full potential.
You can learn more about our global Inclusion strategy here
Job Category
Information Technology
Posting Date
19 Nov 2024; 00:11
Posting End Date
16 Dec 2024
