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- Tasks: Support IT issues and enhance user experience in a dynamic environment.
- Company: Join Suntory Global Spirits, a leading premium spirits company with a family-like culture.
- Benefits: Competitive salary, inclusive workplace, and opportunities for growth.
- Why this job: Make a real impact by bridging business and IT while developing your skills.
- Qualifications: 3 years of IT support experience and strong customer service skills.
- Other info: Diverse and inclusive team with a focus on innovation and collaboration.
The predicted salary is between 30000 - 40000 £ 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 and adhere to all service management principles
Qualifications Core Competencies
- Best-in-class customer service
- Strong technical acumen
- Business Relationship Management
- Ability to adapt to new environments and accept new challenges
Skills
- 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
Education / 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
While relocation, immigration, and/or tax compliance support are not guaranteed, we may offer assistance to successful candidates depending on factors such as role requirements in accordance with company guidelines. At Suntory Global Spirits, people are our number one priority, and we believe our people grow together in diverse and inclusive environments where their unique insights, experiences and backgrounds are valued and respected. Suntory Global Spirits is committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, military veteran status and all other characteristics, attributes or choices protected by law. All recruitment and hiring decisions are based on an applicant’s skills and experience.
Analyst - Site Support in Glasgow employer: Hispanic Alliance for Career Enhancement
Contact Detail:
Hispanic Alliance for Career Enhancement Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Analyst - Site Support in Glasgow
✨Tip Number 1
Network like a pro! Reach out to current or former employees at Suntory Global Spirits on LinkedIn. A friendly chat can give you insider info and maybe even a referral, which can really boost your chances.
✨Tip Number 2
Prepare for the interview by understanding their products and values. Show them you’re not just another candidate; you’re genuinely interested in how you can contribute to their mission of crafting premium spirits.
✨Tip Number 3
Practice your problem-solving skills! Since the role involves troubleshooting IT issues, be ready to discuss how you’ve tackled similar challenges in the past. Use real examples to showcase your expertise.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re serious about joining the Suntory family.
We think you need these skills to ace Analyst - Site Support in Glasgow
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the Analyst - Site Support role. Highlight your experience with IT service management and customer support, and don’t forget to mention any relevant technical skills that align with what Suntory is looking for.
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to tell us why you’re passionate about IT support and how your background makes you a perfect fit for our team. Be sure to mention your problem-solving skills and any experience you have in a global role.
Showcase Your Communication Skills: Since this role involves liaising between IT and the business, it’s crucial to demonstrate your excellent oral and written communication skills. Use clear and concise language in your application to show us you can communicate effectively with end-users.
Apply Through Our Website: We encourage you to apply through our website for the best chance of getting noticed. It’s straightforward and ensures your application goes directly to our hiring team. Plus, we love seeing candidates who take the initiative!
How to prepare for a job interview at Hispanic Alliance for Career Enhancement
✨Know Your Tech Inside Out
Make sure you brush up on your technical knowledge, especially around Microsoft Windows 10 and Office 365. Be ready to discuss how you've tackled IT issues in the past, as this role requires strong problem-solving skills.
✨Showcase Your Customer Service Skills
Since this position is all about providing excellent end-user experiences, prepare examples of how you've delivered top-notch customer service. Think about specific situations where you went above and beyond to help someone with their IT issues.
✨Familiarise Yourself with ServiceNow
As you'll be managing incidents and service requests using ServiceNow, it’s a good idea to get familiar with the platform. If you have experience with it, be ready to share how you’ve used it effectively in previous roles.
✨Communicate Clearly and Confidently
This role involves liaising between IT and the business, so practice articulating technical information in a way that’s easy for non-tech folks to understand. Clear communication will be key to your success in the interview and the job itself.