The Weir Group PLC

  • 2018-19058

    Posted Date 1 month ago(7/17/2018 9:49 PM)
    Title
    Support Desk Analyst
    Job Location
    US-WI-Madison
    Shift Schedule
    Day
    Manages Others
    No
  • Company Profiles

    Weir has been in business since 1871 and our sustainability and success has been built on attracting, retaining, and developing exceptional people.

     

    As a global company, employing around 15,000 people in over 70 countries, we reflect the diversity of our customers in the diversity of our people and ensure everyone is given the opportunity to flourish regardless of their gender, race, beliefs or background.

     

    Weir is an inclusive and innovative organisation where you can be your authentic self. We continually develop our talent and diversity of thought to keep our business relevant, innovative and successful for the future.

     

    Enabling our people to unleash their full potential is central to ‘We are Weir’, our vision, mission, and strategic priorities. We aim to be the most admired engineering business in our markets and we'll achieve that ambition by being the employer of choice in our markets.

     

    We offer a wide range of career opportunities across a variety of technical and business roles in engineering, manufacturing and service locations worldwide.

     

    Business Need / Purpose of Role

    Under the direction of the Support Desk Supervisor, the Support Desk Analyst acts as the initial point of contact for all IT needs. He/she will be responsible for providing first level technical support and training to end users. This includes support of various hardware and software platforms which are required to maintain high availability of IT services to Weir Minerals North America (WMNA) in accordance with company policies and procedures.

    Objectives & Measurement - Key Responsibilities

    Respond to requests for technical assistance in person, by phone, and electronically via remote desktop applications

     

    Diagnose and resolve technical hardware, software, and company issued mobile device inquires

     

    Image, install, back up, decommission hardware

     

    Provide support for basic telecommunications configuration and system functions

     

    Research questions and issues using available information resources

     

    Advise users on appropriate actions for self-help or problem resolution

     

    Follow standard Support Desk procedures

     

    Log all Support Desk interactions within the approved ticketing system

     

    Identify, document, and escalate situations requiring urgent attention

     

    Ensure customer satisfaction by responding to Support Desk calls within established service level agreements (SLA’s).

     

    Configure and support the company email system (Lotus Notes).

     

    Provide updates and/or new material to technical knowledgebase

     

    Professionally represent WMNA as an IT technical contact/expert when dealing with customers and guests alike.

     

    Ensure compliance with WMNA change management processes.

     

    Promote and maintain a flexible, cooperative, team oriented, customer focused attitude within and between departments.

     

    Complete special projects as assigned.

     

    Comply with all Information Technology Department and Company policies, procedures, and programs.

     

    Maintain technical competency and remain current in technology and changes in industry.

     

    Follow and comply with all safety and work rules and regulations. Maintain departmental housekeeping standards.

     

    Nothing in this position description restricts management's right to assign or reassign duties and responsibilities to this job at any time.

    Job Knowledge / Education and Qualifications

     

    QUALIFICATION REQUIREMENTS

    To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

     

    EDUCATION and/or EXPERIENCE

    Bachelor’s degree from four-year college or university; or one to two years related experience and/or training; or equivalent combination of education and experience

     

    LANGUAGE SKILLS

    Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to document issues, write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

     

    MATHEMATICAL SKILLS

     

    Ability to work with mathematical concepts such as probability and statistical inference, and fundamentals of plane and solid geometry and trigonometry. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.

     

    REASONING ABILITY

     

    Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

     

    CERTIFICATES, LICENSES, REGISTRATIONS

     

    Requires a valid driver’s license.

     

    OTHER KNOWLEDGE, SKILLS and ABILITIES

     

    Knowledge of Windows systems, desktop and laptop hardware, VM Ware Virtual Desktops. Basic Network understanding and troubleshooting (ex: switches, hubs, NIC’s, Wireless functions), and telecommunications equipment.

     

    Desired skills: Thorough analytical problem-solving skills with the ability to think outside of the box. Organized, great attention to detail, good communication, self-motivated, and possesses follow-through skills. Ability to project and maintain professionalism with a diversity of people and groups inside and outside of the company. Service oriented yet assertive/persuasive. Ability to promote and maintain positive relationships within the company, to work under pressure and in stressful situations, and to work on a variety of tasks concurrently. Ability to work independently and on a team, communicate workload and project status to supervisors as requested.

     

    MACHINES, TOOLS, EQUIPMENT, AND WORK AIDS

    Windows XP, Windows 7 & 8, basic networking including DNS, DHCP, and TCP/IP, Mitel equipment, Laptops, PC’s, Tablets, Apple iPhones, IBM AS/400 Connectivity (Client Access), MS Office 2010, Lotus Notes, VMware View, Wireless Connectivity, VPN Connectivity and Troubleshooting, Teamviewer, TrackIT, Lotus Notes, Microsoft SCCM.

     

    PHYSICAL DEMANDS

    The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

     

    While performing the duties of this job, the employee is regularly required to sit, stand, crawl under desks, and work in both an office environment as well as a manufacturing plant. The employee is frequently required to talk or hear and use hands to finger, handle, or feel. The employee is occasionally required to stand, and reach with hands and arms.

     

    The employee is occasionally required to lift up to 50 pounds. Specific vision abilities required by this job include close and color vision.

     

    WORK ENVIRONMENT

    The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

     

    Work is performed in inside environmental conditions. Moderate noise.

     

     

    Core Competencies

    Problem Solving - Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; works well in group problem solving situations; uses reason even when dealing with emotional topics.

     

    Technical Skills - Assesses own strengths and weaknesses; pursues training and development opportunities; strives to continuously build knowledge and skills; shares expertise with others.

     

    Customer Service - Manages difficult or emotional customer situations; responds promptly to customer needs; solicits customer feedback to improve service; responds to requests for service and assistance; meets commitments.

     

    Oral Communication - Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions; demonstrates group presentation skills; participates in meetings.

     

    Ethics - Treats people with respect; keeps commitments; inspires the trust of others; works with integrity and ethically; upholds organizational values.

     

    Organizational Support - Follows policies and procedures; completes administrative tasks correctly and on time; supports organization's goals and values; benefits organization through outside activities; supports affirmative action and respects diversity.

     

    Professionalism - Approaches others in a tactful manner; reacts well under pressure; treats others with respect and consideration regardless of their status or position; accepts responsibility for own actions; follows through on commitments.

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