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IT Service Desk Analyst Apprentice

About the company:

Rentokil Initial is one of the largest international business services companies employing over 35,000 colleagues in over 70 countries across the globe. Our three brands Rentokil, Initial and Ambius are the market experts in pest control, washroom solutions, specialist hygiene, medical waste disposal, property care and also interior/exterior landscaping for companies within any industry. Service, Relationships and Teamwork were identified by our colleagues across the world as the core values for the Company. Through these three values, we are in a position to offer excellent and consistent customer service to any customer who we look after.

 

Purpose of role: 

The role is part of the team responsible for receiving and handling requests for I.T support from Rentokil Initial business units 

Acts as the routine contact point, receiving and handling requests for support. Responds to a broad range of service requests for support by providing information to fulfil requests or enable resolution. Provides first line investigation and diagnosis and promptly allocates unresolved issues as appropriate. Assists with the development standards, and applies these to track, monitor, report, resolve or escalate issues. Contributes to creation of support documentation. 

Primary Responsibilities: 

  • To deliver high quality support, owning support requests and managing them to a successful outcome for the customer 
  • Managing support requests in line with current process and targets, ensuring KPI’s are met and customer satisfaction is maintained 
Work Activities: 
  • Following agreed procedures, provides advice to users on systems, products and services which are available to them. 
  • Acts as the routine contact point, receiving and handling requests for support. 
  • Responds to service requests for support by providing information to fulfil requests or enable resolution. Applies client services standards to resolve or escalate clients’ service problems within a specified area of responsibility. 
  • Assists users in making more effective use of desk-top systems, products and services. Makes initial diagnosis of any problems and advises known solutions where applicable. 
  • Assists with the development of client services standards and applies these to track, monitor, report, resolve or escalate issues. 
  • For all products, services and systems within the area of responsibility, demonstrates, installs and commissions systems and their routine upgrades. Provides information on updates, known errors, changes in availability, new facilities etc. 
  • Interprets technical or procedure manuals on behalf of non-technical users and provides routine training in normal usage of systems, products and services, providing information on the full range of capabilities. 
  • Prioritises and diagnoses incidents according to agreed procedures. 
  • Investigates causes of incidents and seeks resolution, analysing complex problem situations to determine underlying causes and helping users to recover or continue operation. 
  • Ensures that requests are handled according to agreed procedures. For unresolved incidents, provides an effective interface between users and service providers supplying all necessary diagnostic information. 
  • Uses judgement to set priority for resolution, monitor progress and apply escalation procedures for unresolved incidents, ensuring that documentation of supported components is available and accessible to all who need to use it. 
  • Proposes, discusses and evaluates potential solutions with service providers and implements agreed field modifications or workarounds as directed. 
  • Facilitates recovery, following resolution of incidents. Documents and closes resolved incidents according to agreed procedures. 
Knowledge & skills:  
Has the skills for: 
  • Acquiring a proper understanding of a problem or situation by breaking it down systematically into its component parts and identifying the relationships between these parts, selecting the appropriate method/tool to resolve the problem and reflecting critically on the result, so that what is learnt is identified and assimilated. 
  • Acquiring understanding of the underlying issues in complex problems or situations by correctly relating these to simpler or better understood concepts, models or previous experiences. 
  • Identifying gaps in the available information required to understand a problem or situation and devising a means of resolving them. 
  • Taking account of new information or changed circumstances and/or business requirements and modifying response to a problem or situation accordingly. 
  • Maintaining focus on agreed objectives and deliverables. 
  • Understanding the hierarchy and culture of own, customer and supplier organisations and being able to identify the decision makers and influencers. 
  • Communicating effectively in reports and via emails. 
  • Establishing relationships and maintaining contacts with people from a variety of backgrounds and disciplines. Effective, approachable and sensitive communicator in different societies and cultures. 
Is proficient in: 
  • Service Management Tools Including interrogation of incident database, creation of parent and child incidents, creation of queries to seek trends. 
  • Techniques for identifying, gathering and validating customers needs in the delivery of IT services. 
  • Knowledge of the IT/IS infrastructure (hardware, databases, public/private cloud, operating systems, intelligent SAN, *aaS, middleware/SOA, local area networks, Lan, WLan, Wi-Fi etc) and the IT applications and service processes used within own organisation 
Is familiar with: 
  • The application of automated systems to the support of specific business functions or processes. 
  • The planning and management of the interaction between two or more networking systems, computers or other “intelligent” devices. Examples: topological design, load balancing, virtual distributed firewall, overlay networks. 
  • System software which controls activities such as input, output, dynamic resource allocation, and error reporting, within the operation of a computer configuration. Examples: Windows, Linux, OS X, MVS, UNIX, Virtualisation, Cloud Services. 
  • Specific standards, practices, appraisal and certification programs associated with the IT practitioner’s current role. 
  • The activities, structure, and position in the organisation of the functions or departments for which services are provided. Examples: sales, engineering, marketing, production, accounting and administration. 
  • The purpose and composition of a service level agreement (SLA); the relationship between an SLA, an OLA and an underpinning contract for the supply of services. 
Is aware of: 
  • The IT environment relating to own sphere of work (own organisation and/or closely associated organisations, such as customers, suppliers, partners), in particular own organisation’s technical platforms and those which interface to them through the specialism, including those in closely-related organisations. 
  • The economics of service delivery such as the cost per service line in terms of hardware, software, and manpower used to deliver the service. 
  • The complete sequence of activities within a process. May be simple, such as receipt of an order to delivery of a product or service, or more complex, involving multiple collaborating service providers.