Computer Tech Spt Analyst Asc
Job Reference:
LM People Job Code/Title:
Location:
Programme / Functional Group:
EBS11674
E1241I / Computer Tech Spt Analyst Asc
Whiteley
EBS - Functional
Description of Business Environment:
LMUK is a discrete 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:
Resolves technical problems and answers queries by telephone and/or offline in support
of internal and/or external customer computer hardware, software, network, and
telecommunications systems. Diagnoses, identifies, isolates and analyses problems
utilizing historical database records. May route calls to product line specialists. Maintains
and updates tickets in Service management system. Alerts management to recurring
problems and patterns of problems.
Required Skills:
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Knowledge of Microsoft Operating Systems
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
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Demonstrated telephone etiquette skills
Dynamic and flexible "can-do" attitude
Desired:
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ITSM Support experience and ITIL familiarity
VPN/Remote Access Support experience
Mobile device support experience
Networking environments including wireless
PC/Technical Support service desk experience
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.