Lead IT Support Analyst – EUC & Infrastructure (Contract)

at  Rotork

Job Description
(Inside IR35)
Ensuring the efficient operation of Rotork’s End User Compute and Infrastructure landscape, which includes both heritage and modern technologies. Promptly addressing incidents, diagnosing, and rectifying issues, overseeing updates, and delivering comprehensive support to end users.

• Respond promptly to incidents reported through 1st line support or monitoring systems.
• Diagnose, troubleshoot, and resolve issues following agreed procedures.
• Escalate complex or unresolved incidents to appropriate teams or third-party vendor adhering to agreed service level agreements (SLAs).
• Participate in the Major Incident Manager (MIM) Cover Rota and manage assigned major incidents in accordance with the Major Incident Procedure.
• Collaborate with cross-functional teams to prioritize and address critical issues and escalations.
• Communicate effectively with end users, providing clear instructions and guidance on the use applications services.
• Keep users informed about the status of their support tickets and maintain ticket records following ticket management standards and procedures.
• Ensure regular reviews and operational checks are carried out to schedule.
• In addition to your primary support area, you may develop skills to support other areas within 2nd Line Support as defined and agreed with your manager.
• Manage service management queues to ensure issues and requests are allocated and resolved in a timely fashion.
• Liaise with colleagues and vendors to document processes and solutions and build team knowledge.
• Act as a single point of contact for customers and other teams in IT for escalation.
• Monitor team performance through metrics and KPIs, identifying areas for improvement and implementing necessary changes.
• Support the Global Service Delivery Manager in vendor management, risk management and operational management.