Role Overview
The IT Service Support Analyst will be responsible for providing first and second line IT support and response services to a very demanding user-base across LKQ Europe. The role will deliver a positive customer experience through the swift and efficient resolution of problems and issues.
Key Responsibilities
Customer Service Support
Receiving and responding to a range of requests for IT support.
Providing information to resolve, meet requests, or investigate to promptly resolve and escalate as appropriate.
¢ Maintaining information and recording, tracking, monitoring and reporting as appropriate.
Service Level Management
¢ Monitoring and logging the actual service provided against expected service level agreements (SLAs).
Incident Management
¢ Prioritizing and diagnosing incidents.
¢ Investigating causes and either resolving or escalating as required.
¢ Facilitating recovery, following resolution.
¢ Documenting incidents to agreed procedures.
Request Management
¢ Prioritizing requests.
¢ Consulting and confirming request details as required.
¢ Facilitating request resolution within agreed service level targets.
¢ Documenting requests to agreed procedures.
Problem Management
¢ Initiating and monitoring actions to investigate and resolve problems.
¢ Determining fixes/remedies.
¢ Solving and/or assisting with the implementation of agreed remedies and preventative measures.
Systems Installation/Decommissioning
¢ Undertaking routine installations and de-installations of items of hardware and/or software.
¢ Documenting details of all hardware/software items that have been installed and removed so that configuration management records can be updated.
Quality and Conformance
¢ Generating, producing, and distributing reports.
¢ Using measurement tools for routine analysis of data.
¢ Identifying and implementing improvements to data collection methods.
Performance
¢ Undertaking and completing all reasonable requests and tasks within the capability of the postholder.
¢ Continuing professional development to develop own skills and competencies in the role and for career progression within LKQ IT.
¢ Supporting the development of others within the team.
¢ Embedding and embracing LKQ Europes cultures and values as we move towards one company with shared visions and goals.
Key Stakeholders
¢ All employees of the LKQ Corporation Group of Companies.
¢ Suppliers and Contractors to the LKQ Corporation Group of Companies.
¢ IT Functional teams.
Skills and Experience
¢ Minimum 2+ years experience in a first/second line service desk response role.
¢ Technical and/or commercial education ideally in information technology.
¢ Knowledge and understanding of end user technology devices, operating systems, business applications, software, printing systems and cybersecurity basics.
¢ Setting up of new equipment and upgrading existing systems.
¢ Experience/knowledge of the ServiceNow ITSM platform or similar and all related processes.
¢ The ability to be able to conduct customer contact calmly and professionally and to ease concerns or complaints even under highly stressful and difficult circumstances.
¢ Robust written and verbal communication skills.
¢ Calm, proactive and participative approach for solving operational problems and issues.
Key Details
Other Requirements:
This is a permanent role.
Location:
Europe
Reporting to:
IT Service Support Team leader or IT Service Support Manager
📌 Service Desk Analyst- German Language specilaist (Bengaluru)
🏢 LKQ India
📍 Bengaluru
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