At a Glance
- Tasks: Support IT issues, manage tickets, and enhance user experience daily.
- Company: Join Suntory Global Spirits, a leading premium spirits company with a family-like culture.
- Benefits: Competitive salary, travel opportunities, and a chance to innovate in a global team.
- Other info: Dynamic role with opportunities for growth and innovation.
- Why this job: Make a real impact by bridging business needs and IT solutions.
- Qualifications: Bachelor's degree and 3 years of relevant experience required.
The predicted salary is between 29700 - 36300 £ per year.
At Suntory Global Spirits, we craft spirits of the highest quality and deliver brilliant experiences to people around the world. Suntory Global Spirits has evolved into the world's third largest leading premium spirits company where each employee is treated like family and trusted with legacy. With our greatest assets - our premium spirits and our people - we're driving growth through impactful marketing, innovation and an entrepreneurial spirit. Suntory Global Spirits is a place where you can come Unleash your Spirit by making an impact each and every day.
As an IT Service Delivery 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
- Setup and prepare onboarders and returned equipment from leavers
Qualifications
- Bachelor’s degree or educational equivalent
- Minimum 3 years’ experience in similar position / role
- Availability to travel
Site Support Analyst employer: Beam Suntory
At Suntory Global Spirits, we pride ourselves on fostering a vibrant and inclusive work culture where every employee is treated like family. As a Senior Brand Manager for Laphroaig, you will have the opportunity to lead impactful projects in a dynamic environment that values creativity and innovation, while also benefiting from professional growth opportunities and a commitment to diversity. Located in a thriving industry hub, our team is dedicated to crafting exceptional spirits and delivering unforgettable experiences, making this an exciting place to advance your career.
