Computer Tech Support Analyst
Job Reference:
LM People Job Code/Title:
Location:
Programme / Functional Group:
EBS11515
E1241I / Computer Tech Spt Analyst Asc
Whiteley
EBS - Functional
Description of Business Environment:
LMUK is a discreet part of Lockheed Martin's international business with a number of
business units operating within the country to provide a range of solutions and services
primarily to the UK Government and defence (but not entirely so). The UK Business has
consolidated what was fragmented IT Services provision across these businesses into a
centralised IT Services organisation which is providing a more accountable, efficient,
higher quality cost effective service. The UK based Service Desk also provides support
to an external customer in collaboration with the Information Systems & Global Solutions
business area.
Specific Job Description:
This position will report to the LMUK IT Service Desk Manager and Service Desk Team
Lead. Position responsibilities include, but are not limited to:
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Resolving technical problems and answering queries in support of internal and
external computer hardware, software, network, and telecommunications systems
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Successful diagnoses, identification, and isolation of problems based upon
comments and complaints
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Researches and analyses problems utilizing own expertise, historical database
records
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Routing calls to available specialists in more complex and difficult cases
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Responds promptly with appropriate solutions
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Alerts management to recurring problems and patterns of problems
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Logging calls using relevant toolset whilst adhering to agreed SLAs where
possible
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Provide remote support for dial in users including the use of VPN
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Support of mobile devices and encrypted USB memory sticks
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Profile and support Restricted LAN Interconnect and Shared Working
Environment accounts
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Write, update and maintain written processes and procedures
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Send System Alert and outage communications to user base
Required Skills:
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Knowledge of Microsoft Operating Systems
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Fluent in both English & Polish (Writing & Speaking)
Experience with Microsoft Outlook and Microsoft Office Suite Support experience
Self motivated with willingness to learn from colleagues
Must be a good team player and able to use own initiative
Excellent Communication skills (written and verbal)
Demonstrated outstanding customer service skills
Demonstrated telephone etiquette skills
Must have good problem determination skills
Desired:
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Demonstrated telephone etiquette skills
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Dynamic and flexible "can-do" attitude
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ITSM Support experience and ITIL familiarity
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VPN/Remote Access Support experience
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Mobile device support experience
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Networking environments including wireless
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PC/Technical Support service desk experience
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Excellent time management skills
Standard Job Description:
Provides technical, operations, and training support to users of company's personal
computers either by telephone or on-site relative to desktop hardware and software
packages. Performs hardware diagnostics and coordinates repairs. Assists in planning
and designing personal computer support systems. Acts as liaison for data transfer
systems design and implementation. Installs and tests personal computers, printers, and
other peripherals; configures operating system, shrink-wrap programs, and applications
software programs. Develops reports and databases. Provides technical support for
personal computers.
Typical Minimum Education & Experience:
Ideally require a Bachelors degree from an accredited college in a related discipline, or
equivalent experience / combined education.
Entry level.