IT Service Desk Technician

Morgan Advanced Materials is a world leader in advanced materials science and engineering of ceramics, carbon and composites. We operate in a series of well-defined markets where our applications expertise offers our customers a valuable differentiator, engineering high-specification materials, components and sub-assembly parts that solve their challenging technical problems.

Key Figures: Revenue £950m (2021), ~7,500 employees, manufacturing in 30+ countries, and customers in 100+ countries. A UK PLC with head office located in Windsor, Berkshire UK.  Listed on London Stock Exchange; Member of the FTSE 250 Index.

The primary focus of the IT Shared Service is to drive system, process, infrastructure and service improvement through knowledge, innovation and best practices.

The shared Service delivers and maintains common technology standards, operating policies, processes and tools, and provides continuous education to enable global business operational ability to collaborate more effectively internally, and with customers and suppliers.

OVERVIEW & SCOPE OF ROLE:

• To plan and deliver daily IT and desktop services as part of a Global IT Operations team
• To provide onsite support as required at Hayward and on occasion Auburn locations and remote support to sites throughout the US and Canada. There may be the occasional requirement to travel to these sites.
• Responsible for installing, upgrading, maintenance IT services across the Global business environment.
• To work closely with IT Customers in making more effective use of standard desktop systems, and providing cost effective IT Services that meets their requirements

• To work with users in making more effective use of standard desktop systems, and cost effective IT Services
• Work collaboratively with Service Towers in developing the Desktop and IT Service segment of the Group IT strategy.
• Identifying with users new or alternative ways of working and better use of the IT products and services.
• Ensuring a detailed understanding of Desktop and IT Services ensuring continuous service improvement
• Investigates and diagnoses desktop service problems, working with users and suppliers. Co-operating with Management and Operations staff to maintain overall IT service performance.
• Receive and log requests for support.
• Prioritises requests and incidents in accordance with agreed criteria staff
• Follows procedures for handling incidents, requests, changes and contributing to their improvement
• Escalating requests to internal staff or suppliers.
• Working with the Infrastructure Change Management team to record and execute operational changes
• Uses desktop management systems software and appropriate analysis equipment to collect data, model performance, and create reports, including proposals for improvement.
• Monitors desktop service providers, service quality and health & safety; ensures that IT service performance is monitored, reviews performance and monitor maintenance standards.
• Ensures that departmental key performance indicators (KPIs) on the levels of service performance are within specified limits.
• Maintains integrity and confidentiality of information handled by IT, adhering to guidelines for data compliance and audit controls
• Manages timely and effective handling of enquiries and requests for guidance
• Creates and maintains procedures and documentation for IT service support
• Maintains a relationship between the business and IT, as a customer representative on all local activities.
• Works in a highly collaborative manner with the full Global support team at all levels (including outsourced partners)
• Pushes creative thinking beyond the boundaries of existing industry practices and company mind sets.
• Ensures a value adding Customer Service and Continuous Service ethos
• Have adequate knowledge of health and safety regulation within their areas of work, observe the legislation and codes of practice, ensure all statutory registers and records are maintained.
• Champion the ‘ThinkSafe’ initiative and personally contribute to the development of our safety culture across all locations in Morgan.

Experience

• Previous demonstrable background in infrastructure technology configuration, development and improvement
• Fluent English and local language skills
• A firm background in customer service and continuous service improvement.
• Excellent customer service and engagement skills and ethos is a must
• ITIL Foundation V3/4 desirable
• Career experience in Manufacturing, Engineering or Supply Chain business environments.
• Further or higher education in related subjects
• Can demonstrate a good understanding of infrastructure technology & desktop configuration
• Experienced in service improvement
• Keen attention to detail with excellent time management & organisation skills
• Ability to drive initiatives forward when priorities conflict/are unclear
• Can work independently on own initiative as well as part of a distributed team
• Excellent ability to understand & apply best practice standards to all aspects of daily services
• Excellent communications skills
• Confident at managing relationships across all levels.

Behavioural Competencies

• Customer Focus – Is dedicated to meeting the expectations and requirements of internal and external customers. Establishes and maintains effective relationships with customers and gains their trust and respect.
• Interpersonal Savvy - Relates well to all kinds of people, up, down, and sideways, inside and outside the organisation; builds appropriate rapport; builds constructive and effective relationships; uses diplomacy and tact; can diffuse even high-tension situations comfortably.
• Dealing with Ambiguity - Can effectively cope with change; can shift gears comfortably; can decide and act without having the total picture; isn’t upset when things are up in the air; doesn’t have to finish things before moving on; can comfortably handle risk and uncertainty.
• Drive for Results - Can be counted on to exceed goals successfully; is constantly and consistently one of the top performers; very bottom-line oriented; steadfastly pushes self and others for results.
• Problem Solving - Uses rigorous logic and methods to solve difficult problems with effective solutions; probes all fruitful sources for answers; can see hidden problems; is excellent at honest analysis; looks beyond the obvious and doesn't stop at the first answers.

Morgan Advanced Materials is an EEO/AA/M/W/D/V Employer Ind-1