Outside IR35 contract jobs

Description

Full-Time, Permanent
Knutsford, Site-based

About Us
James Fisher is a global engineering services company. From our origins as a ship owner and operator, we’ve evolved to provide the expertise and innovative technology our customers need in the harshest of environments across Energy, Defence and Maritime Transport. We have a strong heritage built on the foundations of our people and innovation. Our strategy is centred around the One James Fisher ambition. We are building a stronger, more cohesive engineering service company operating in the Blue Economy. The Energy Division provides safe, sustainable products and services for two core markets, oil and gas and renewables. The Defence Division provides underwater systems and life support capabilities for the defence and commercial diving markets. Maritime Transport is a leading provider of global maritime shipping and ship-to-ship (STS) transfer services. Together, we are building a brighter, bolder and more innovative future.

The Role
We are looking for a Service Desk Analyst to join the team, supporting James Fisher and its Group Companies services. The primary objective of the role is to act as first point of contact for internal customers; troubleshoot, diagnose and resolve problems or escalate to the 2nd line support team to investigate and resolve. On a daily basis, you will maintain ownership of faults and provide timely updates to internal customers ensuring faults are given the correct level of priority while meeting service level agreements.

We are looking for a candidate who has a good technical foundation in a first/second line service desk role along with excellent customer service skills; someone who has willingness to pick up the phone to liaise with our customers. There is opportunity for further development within this department.

Principle Accountabilities
- Act as a single point of contact for IT issues and queries.
- Provide 1st Line Support resolving high percentage of incoming IT Support requests upon first contact including troubleshooting IT related issues (software & hardware).
- Ensure swift response analysis on new requests; escalating promptly if required.
- Assess business impact of IT Incidents accurately assigning SLAs while following escalation procedures.
- Take ownership of user issues; follow up status on behalf users communicating progress timely.
- Be fully conversant with Incident Management processes & SLAs.
- Follow procedures maintaining documentation & standards; collate submit asset information as required.
- Maintain high degree customer service for all support queries adhering all service management principles.
- Present positive helpful attitude towards business customers.
- Publish update utilise support documentation Standard Operating Procedures (SOPs) assisting staff with information requests.
- Arrange Third Party support where problems cannot be resolved in-house.
- Liaise manage Third Party Suppliers proactively resolving issues.
- Be prepared work out hours if required (to be discussed mutually agreed case-by-case).
- Always be “Service Oriented” seeking improvements.
- Any other duties required meeting SLAs Business Objectives.

Qualifications, Skills And Experience
- Experience in similar role together any IT/Service Management qualification
- Incident Management experience – Managing incidents including business expectations communication
- Reasonable comprehension server networking technology protocols
- Good all-round experience desktop software products particularly Microsoft Office Exchange
- Understanding ITIL methodology – ITIL Foundation qualification desirable
- Experience 3rd party contract liaison
- Team player great customer service organisational skills
- Excellent communication skills (verbal written) telephone manner

Sounds like your ideal next step? Click “Apply” now! You can find out more about James Fisher & Sons group companies valued behaviours by watching short film here: We are One James Fisher - YouTube

Due to volume applications received vacancies occasionally applications may close before deadline so please apply early avoid disappointment.

James Fisher Sons committed taking positive action diversity strongly encourage applications candidates backgrounds.

We proud Disability Confident employer recognise success depends talented diverse workforce.

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