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Form of workAt Inchcape, our vision is to have a connected world, in which our customers trade successfully and make better decisions in every port, everywhere. We use technology and our global network to help our partners connect to a smoother, smarter ocean. Inchcape combines its worldwide infrastructure with local expertise through our global network of over 240 proprietary offices, across 60 countries and a team of more than 2,500 committed professionals.
About the role
Provides first and second tier IT technical support to internal staff including analysis, diagnosis and resolution of IT technical problems ranging from common to complex. Work in a manner that improves the business’ IT experience. Supports Inchcape’s network and systems to ensure disruptions are minimized.
Main Responsibilities:
- To provide first and second tier customer support; managing customer expectations in a satisfactory and consistent manner.
- Through the use of various productivity tools and a disciplined approach to problem/fault diagnosis, help create a first class support response environment such that customer needs are met and their own productivity is enhanced.
- Receive customer queries via telephone, ticketing system and email; suitably categorize, log and work to resolution within Service Desk system.
- Provide Regional Service Desk / Help Desk administrator functions to Resolve tier 1 and where appropriate tier 2 service calls, ensure closure and keep the customer abreast of progress throughout. Where necessary, escalate to the appropriate authority
- Rebuild devices with OS and loading Inchcape IT packages to join Azure and Intune. Good knowledge on Azure, Intune, Exchange and SharePoint and OneDrive.
- Maintain regional applications and services
- Required to upgrade memory and SSD in laptops when necessary.
- Manage assets/inventory in our Service Desk system and Active Directory
- Organize cabling and provide console access to routers and switches when required to assist our central Network team.
- Utilize any defined processes and procedures to setup new customers (or removal of existing customers) ensuring all requirements are met including any security considerations.
- Ensuring license standards are met according to SOP (Standard Operation Procedure)
- Ability to travel at short notice and facilitate site IT support activities where appropriate.
- Meet all SLA targets, taking proactive action where improvements can be made.
- Maintain process and procedure documentation.
- Be an active team member supporting region when needed by team member, while providing local and remote customer service
- Physically setup workstation for local office staff and collect and store equipment when not in use
- Carry out other responsibilities as necessary.
- Assist in office IT contract renewal now with the help from our Indirect Procurement team.
- Responsible for hardware quotation and ordering
- A good communication skill with users and management
Selection Criteria
- Experience with MS O365 , Azure and Intune.
- Working Experience in Service Desk Support
- English Proficiency: Advanced Level
Benefits:
- Opportunity to work for a global leader
- Great salary package on offer
- Internal Career growth & Opportunities
- Supportive team culture
