Site Support Analyst

Date: May 24, 2024

Location: London, ENG, GB

Company: Suntory Global Spirits

What makes this a great opportunity?

As Suntory Global Spirits accelerates its global footprint, we are establishing our own commercial business in the UK. As one of the largest, most sophisticated spirits markets in the world, the UK offers significant potential for our portfolio of premium brands. We’re building a world-class team to create a new and exciting business that is rooted in strong foundations, led by our values and long-term commercial ambition.

As a Site Support Analyst, you will act as a liaison between the business and IT organization. You will be responsible for managing and resolving tickets in ServiceNow within the SLA and provide support for IT related issues from software to hardware including applications, iPhones, workstations, and printers, escalating when needed. Your role will include taking ownership of end-user problems and following up with internal teams on behalf of the user and communicating the progress in a timely manner. You are required to document support information and resolution notes for knowledge base articles and participate in tasks and projects with a global team. The collective management of our hardware lifecycle (workstations, phones, peripherals, etc.) will be the responsibility of the local teams.

Role Responsibilities

•    Represent IT to the business, and be the voice of the business to IT 
•    Align IT service offerings with business strategies, goals, and objectives 
•    Participate in and collaborate with the Global Service Delivery teams 
•    Troubleshoot 1st and 2nd level IT related issues from applications to hardware (workstations phones / tablets) 
•    Receive, log, and manage incidents and service requests using ServiceNow 
•    Maintaining an asset inventory and track changes 
•    Develop and maintain documentation / KB articles 
•    Troubleshoot basic network issues 
•    Escalate unresolved calls to the next level of support 
•    Drive customer adoption and compliance 
•    Develop and facilitate training sessions 
•    Responsible for business satisfaction and the end user experience 
•    Suggest improvements ideas within the team 
•    Suggest innovation initiatives to add value to the business 
•    Take ownership of incidents and follow up the status on behalf of the user and communicate progress in a timely manner to maintain a high degree of customer service for all support queries and adhere to all service management principles 


Qualifications & Experience
•    Bachelor’s degree or educational equivalent 
•    Minimum 3 years’ experience in similar position / role 
•    Availability to travel < 5% of the time

•   Minimum 3 years supporting Microsoft Windows 10, Office 365, and related hardware in a midsize company. 

•    Experience in a global role is a plus 
•    ITIL certification is a plus 

Key skills and behaviours 

•    Best-in-class customer service 
•    Strong technical acumen 
•    Business Relationship Management 
•    Ability to adapt to new environments and accept new challenges 
•    Understanding of IT Service Management 
•    Ability to present and discuss technical information in a meaningful way to end-users 
•    Documentation, Organization and Prioritization 
•    Strong team-oriented, collaborative, interpersonal skills 
•    End-user training 
•    Adhere to Service Level Agreements 
•    Incident Management experience 
•    Excellent oral and written communication skills 
•    Self-motivated person who gains satisfaction from providing an excellent end-user experience 
•    Excellent problem-solving abilities 


Job Segment: Help Desk, Information Technology, Relationship Manager, User Experience, Technology, Customer Service