Job title: WPS On-site Support Analyst
Location: Italy, Borgonato
Permanent

Company Overview: With more than 150 years’ experience and annual revenues of c.€2bn, over 11,000 employees, 152 production facilities and operations across over 40 countries in Europe, plus presence in Asia and South Africa, BMI Group is comfortably the largest manufacturer of residential and commercial roofs, as well as a leading producer of energy-efficient chimney, stove and integrated ventilation solutions.
The role described below lies at the heart of the IT function within the emerging global organisation.

Key Purpose Statement

• End User Services enables the day-to-day productivity of our BMI Group workforce through the provision of individual computing needs. This includes
• Build and sustain excellent relationships with senior VIPs at an Executive level to understand and proactively manage business requirements.
• Key to the role is ensuring the highest levels of customer satisfaction and experience is met.
• The role holder will take ownership and drive the resolution of issues impacting the customers.
• The delivery and support of all our user-facing computing requirements such as workstations, printers, AV equipment, telephony, tablets – enabling access to information services from the office or remote locations.
• On-site Support provides all the technical support required to service our users and the facilities at our business sites – and as such is a key role within our Delivery organisation. On-site Support maintains a local footprint where the user base and locations require it – and provides local IT support for all other Delivery functions – doing whatever is required to provide the end-to-end Service Delivery provision to our sites and user base.
• S/he will look at areas of improvement within the IT organisation that will provide a better level of service to our customers, as well as take ownership and responsibility and drive service improvement and innovation.

Outputs & Accountabilities

On-site Support provides physical support for our business sites and IT Services – they are responsible for providing support to the End User Services service where physical attendance is required. On-site Support is often the only physical presence that Service Delivery has in a location and therefore also provides support where required for our wider Service Delivery functions, ensuring our IT Services run effectively within our business sites.

• Accountable for the effective resolution of all Incidents and Service Requests impacting our IT Services which require a desk-side visit or physical attendance at a location.
• IT Services include workstations, printers, AV equipment, telephony, tablets and the general workplace IT equipment.
• Ensure minimal unplanned business impact on BMI Group’s daily business and risk is managed and all incidents are resolved in the agreed SLA / OLAs
• Take ownership and facilitation of incident and service request resolution with our strategic partners and service delivery vendors
• Proactive risk management, service improvement and stakeholder management
• Support new starters through the setup of their IT equipment, desk setup and first-day IT induction
• Support employees leaving the business by collecting their IT equipment and following the IT offboarding process.
• Responsible for the administration of the IT asset CMDB register.
• Procurement, stock management and deployment of customer IT equipment.
• Operating system imaging and deployment of workstations to customers.
• Creation of IT documentation and user guides across our IT services to enable their effective use within the business.
• Provide guidance and training to our user base to enable them to use our systems and services effectively.
• Provide support for GSuite - Email, Contacts and Calendar (on laptops/desktops and mobile devices)
• Event support - conferences, sales/marketing and company events.
• Diagnose and troubleshoot local communication and data room incidents through physical attendance to the hardware (hands and eyes support). Management of out of hours access to communication or data rooms.
• Due to the nature of the role, there may be times when support is required out of hours
• Support planned and unplanned outages by providing testing and local / on-site activities
• Administration and prioritization of the workload at each site through the use of our Service Management toolset.
• Project support such as end user acceptance testing or the execution tasks required to be performed locally.
• Troubleshoot and remote deployment of (standard) client software and manual deployment and installation of (non-standard) software.
• Ensure IT general computing and information security controls

Willing to travel within the UK and carry out IT site assessments and support to other BMI locations

Knowledge & Experience Required

The following knowledge, skills and experience are necessary in order to perform this role:

• Previous experience of working within a desktop/second line support role with knowledge of incident resolution for workstations, printers, AV equipment, telephony, tablets, LAN, and general workplace IT equipment.
• Installation, configuration, support and usage of workstations (hardware and software)
• Strong knowledge of Microsoft based operating system and Core Operating Environment (COE) applications – specifically:
• Windows7, 8.1, 10
• Active Directory
• Knowledge of Google GSuite – specifically:
• Mail, Calendar, Chat, Contacts, Drive, Docs, Slides and Sheets
• Understanding of desktop tooling (software deployment tooling, management and support tools)
• Knowledge of Audio Visual technologies and associated equipment, TCP/IP, Anti-virus solutions and LAN/WAN technologies.
• Knowledge of Software Asset Management in an enterprise environment.
• Analysis, diagnostic investigation and problem solving skills
• Translating technical detail into normal business language - the ability to explain problems and solutions clearly to non-technical users
• ITIL V3 Foundation Certificate or experience of working in an ITIL compliant enterprise environment
• Mobile Device technology – demonstrable knowledge of Smart Phones: i Phones, Android, MDM
• The ideal candidate will have excellent customer service skills and will be capable of dealing with the pressures of a demanding professional services environment.

Roles, Skills & Attributes Required

• Demonstrates the values: Integrity, Teamwork, Respect, Professionalism and effectively role model these for the team and across the organisation
• Exceptional interpersonal, collaboration and communication skills
• Ability to resolve conflicts and problems and follow through to completion
• Ability to work under pressure and identify and prioritise key issues in a fast changing environment.
• Thrives on challenges and responsibility and has high levels of energy, tenacity and enthusiasm to deliver results through the team
• Leads the focus on quality and attention to detail
• Strong system aptitude / affinity with technology
• Good command of written/verbal business English (& additional location language requirements)