AddressDescription
Service Desk Engineer
A career at Hitachi Rail will help create a legacy. With operations in every corner of the world, our work goes to the cutting-edge of digital transformation and technology. From the multi-cultural strength of our global organisation to the sustainable and innovative ways we work to bring people together, there’s something for everyone to get stuck into. And that’s where you come in.
Everything we do here is full of life. And we’re committed to developing infrastructure that benefits even more people. From the iconic bullet train in Japan, to sustainable metro systems in Europe and inspiring the next generation in North America. We’re connecting, evolving, protecting and investing in even more. And there’s so much for you to get involved in, learn from, and flourish doing.
Your new role
In this exciting role you as a Service Desk Engineeryou will support approx. 3500 colleagues across the UK. You will be the first line support for all tickets raised and will work these through where possible or look to delegate tasks to other IT functions such as EUC or SAP teams.
Other role responsibilities include:
- Managing ticket queues in Service Now and adhere to SLA best practices
- Work as part of the team to balance the Service Desk queues
- Action any requests such as software installations that can be pushed out via group policy
- Support the smooth transition of new software into the business and support models required
- To be aware of, and actively promote and implement Hitachi’s ethos, culture and values.
- To be involved in Hitachi Rail Limited’s staff development and training and participate in PDP procedures.
- To adhere to the Hitachi Rail Limited’s Equal Opportunities Policy.
- To comply with and implement Hitachi Rail Limited’s Health and Safety policy.
- To undertake any other reasonable duties and responsibilities as may be required.
About you
It is our expectation that successful applicants should be able to demonstrate all of the experience and skills listed below:
Essential Requirements
- Fluent written and spoken English. Strong Interpersonal skills, ability to communicate to business managers
- Advanced level experience in providing 1st line end-user support for a multi-site organisation (> 2000 persons)
- Wintel Hardware - Management
- Windows 10 – In depth knowledge
- Office 2016/19/ O365 – Advanced Knowledge
- Exchange / O365 Advanced Knowledge
- Solid understanding and experience of administering the following:
- Microsoft Back Office Systems (Active Directory / Exchange)
- Mobile Device Management (MobileIron)
- Remote Access systems
- Networking – DNS, DHCP, File sharing, Printing, LAN/WLAN
- A high degree of competency in problem assessment and solving within an ITIL Support Service framework
- Extensive practical experience in supporting a complex environment of devices and business applications
- Thorough understanding of incident/request management systems (ServiceNow)
- Ability to work on own initiative
Qualifications
- ITIL v3 Foundation or equivalent experience
Desirable Requirements
- End User Computing troubleshooting skills
Why Hitachi Rail?
At Hitachi Rail you will find a passionate and collaborative environment. We operate according to our values of Harmony, Sincerity and Pioneering Spirit. As such, we work closely as a team and empower our colleagues to take ownership and become creative in our pursuit of excellence. We take pride in the contribution we make to society and we always act with integrity and fairness towards our customers, suppliers and colleagues.
We offer a competitive salary and annual leave entitlement as well as a generous benefits package. This includes a pension scheme with contributions up to 9%, health insurance, and many more perks for you to choose from within a flexible plan that will meet your specific needs and lifestyle.
If you like the sound of the above and feel energised by the idea of joining a great brand at a moment of exciting expansion, please apply now. We look forward to hearing from you!
