Local Support Analyst
hace 6 meses
Description of Role
Context:
The Country Cluster IT Transformation project transfers the management of ML IT activities away from the Country Clusters to central ML IT management. To ensure regional business areas have strong, focused IT management and representation, a lean empowered Account Management team has been created based in each of the regions. The Workspace Management (WSM) Technician roles are a part of that team and will be specifically responsible for the provision of onsite WSM support to our business customers.
General Responsibilities:
Within their geographical area of responsibility, the Maersk Line Account Management team will provide a single point of access into the Maersk Line IT organisation for Maersk Line business management, and for other APMM Business Units for which Maersk Line is providing IT services. These are the Account team’s customers.
The WSM Technician’s primary focus is to provide onsite support for desktop
management, asset management and physical support for other IT equipment
including servers, switches, printers, cabling etc.
The majority of Maersk Line IT services will be provided remotely, including software distribution and packaging, monitoring and infrastructure services, desktop and server patching, storage services, backup, restore and archiving. The WSM Technician will be responsible for fulfilling those services which require physical onsite presence.
The Global Service Desk (GSC) will be the single point of contact for all user requests and incident reporting. This global standard support process will drive the workload and priorities of the WSM Technician who will be responsible for actioning those requests for services which are assigned to them and for meeting agreed service levels.
As part of the Account Management team, it will be important that the WSM
Technician establishes good working relationship with the Maersk Line business and other APMM Business Units where these are supported, and provides best in class customer service within the framework of Maersk Line IT processes, standards and architecture.
Specific Responsibilities:
·Provide onsite support to Maersk Line and other APMM Business Units (as appropriate) for incidents that cannot be resolved remotely Desktop management Install / Move / Add / Change / Decommission support for IT equipment (PCs, Laptops, Printers, Servers) Support and advice for Facilities Management/Office Services regarding office move planning · Support Hardware and Software asset management/tracking/auditing for devices not connected to the network and according to Maersk Line global processes · Server housing support and management LAN cabling troubleshooting On-call support for critical incidents outside of normal business hours and emergency situations as part of Business Continuity Plan requirements Support for other locations/offices as appropriate (geographical scope for service coverage to be confirmed – this will require some travel) Ensure that Maersk Line IT standard processes are followed for services provided Ensure that agreed Service Levels are met · Provide a best in class service to our business customers. · Provide VIP support to selective customers as per SLA and agreement · Procure requested hardware according to Maersk purchasing procedures Support general OS/MS Office/other application running problems or corruptions Transition Work as an integral part of the IT Account Management Team to ensure service continuity during the transformation of the Country Cluster IT organisation. Vendor Liaison · Coordinate with hardware vendors in case of hardware failures or upgrades (PCs, Laptops, Printers) and manage through to resolution Management of equipment servicing through Maersk appointed vendors · Close liaison with Global Service Desk (GSC)Key Performance Indicators:
· Voice of the Customer
· Minimise escalations
· Tickets to be resolved within SLA
Technical Key skills for the role:
Thorough knowledge of Microsoft Windows Operating Systems (XP) Thorough knowledge of APMM / Maersk Line standard desktop software including MS Office, Exchange/Outlook, IBM Personal Communications, MCS front-end etc. PC hardware and peripheral troubleshooting skills (including IP printers) Basic server and network troubleshooting skills Knowledge of File and Print services Knowledge of Active Directory APMM / Maersk Line IT global architecture framework and standards Maersk Line IT processes and organisation ML Business awareness Change management awareness Risk Management awarenessMaersk is committed to a diverse and inclusive workplace, and we embrace different styles of thinking. Maersk is an equal opportunities employer and welcomes applicants without regard to race, colour, gender, sex, age, religion, creed, national origin, ancestry, citizenship, marital status, sexual orientation, physical or mental disability, medical condition, pregnancy or parental leave, veteran status, gender identity, genetic information, or any other characteristic protected by applicable law. We will consider qualified applicants with criminal histories in a manner consistent with all legal requirements.
We are happy to support your need for any adjustments during the application and hiring process. If you need special assistance or an accommodation to use our website, apply for a position, or to perform a job, please contact us by emailing
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