• IT Operations - Support Analyst

    ARAMARK (Newark, DE)


    About Aramark

     

    Our Mission

     

    Rooted in service and united by our purpose, we strive to do great things for each other, our partners, our communities, and our planet.

     

    At Aramark, we believe that every employee should enjoy equal employment opportunity and be free to participate in all aspects of the company. We do not discriminate on the basis of race, color, religion, national origin, age, sex, gender, pregnancy, disability, sexual orientation, gender identity, genetic information, military status, protected veteran status or other characteristics protected by applicable law.

     

    About Aramark

     

    The people of Aramark proudly serve millions of guests every day through food and facilities in 15 countries around the world. Rooted in service and united by our purpose, we strive to do great things for each other, our partners, our communities, and our planet. We believe a career should develop your talents, fuel your passions, and empower your professional growth. So, no matter what you're pursuing - a new challenge, a sense of belonging, or just a great place to work - our focus is helping you reach your full potential. Learn more about working here at http://www.aramarkcareers.com or connect with us on Facebook , Instagram and Twitter .

    Job Description

    Collaborating with the Desktop Services Manager the Desktop Services Analyst will be responsible for the day to day management of all IT Services service requests and incidents. The role requires excellent customer service skills along with a confirmed technical background. Focusing on ?front line first?, that is based upon ITIL best practice, to ensure incidents and service requests are handled within SLAs.

    Job Responsibilities

    + To enforce the Operating Level Agreements, Service Catalogues and Service Level Agreements that are in line with the company expectations

    + To work with the IT peers, execute project work plans and revises as appropriate to meet changing needs and requirements

    + To collaborate closely with Project & Compliance COE to ensure project documents are complete, current, and stored appropriately

    + To use appropriate systems and associated procedures to ensure that records of changes to IT assets within area of responsibility are accurately controlled and recorded

    + Responsible for providing timely and accurate information when required relating to matters such as maintenance of hardware assets, licensing of software, and legal obligations such as compliance with the Data Protection Act

    + To assist in promoting awareness of and dedication to IT asset control

    + To work efficiently with colleagues to ensure that the transition of new assets, and decommissioning of existing assets are planned for and conducted in accordance with Aramark policies and procedures

    + Undertake duties relating to the lifecycle management for all handled IT assets including procurement, security, inventory, compliance, usage and disposal

    + To handle their respective queues related to the support of all Desktop Services and play an integral part of the IT Shared Services COE

    Qualifications

    + A+ qualification

    + Minimum 2 Years Technical Helpdesk Support Experience with PCs/Laptops/Servers/Printers/ fixed line and mobile broadband & devices etc

    + A consistent record of trouble-shooting technical issues on DSL/VDSL connectivity

    + Willingness and ability to work in a fast paced and constantly evolving environment

    + Strong work ethic and ability to work on own initiative

    + Understanding of ITIL processes and framework

    + 3rd level IT qualification or MCSA (effective but not a prerequisite)

    + In-depth understanding of the frontline requirements and a consistent record of delivering systems to business operations that improve frontline performance

    + Ability to understand operational and business processes for all corporate systems covering the head office financial packages, the payroll systems and field systems, IPOS etc.

    + Must have good attention to detail in all aspects of work undertaken, and can apply appropriate quality standards to all tasks, ensuring that within area of responsibility, nothing is overlooked

    + Ability to communicate difficult matters with the appropriate rapport and recognizes the others preferred form of communication styles

    + Ability to optimally take care of conflict and ensure the best interests of the organization are maintained

    Education