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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: Experience in IT support and strong customer service skills required.
- Other info: Diverse team with a commitment to equal opportunity and personal development.
The predicted salary is between 30000 - 40000 ÂŁ 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 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
- Maintain 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 improvement 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 a similar position / role
- Availability to travel
- 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: Suntory Global Spirits
Contact Detail:
Suntory Global Spirits 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 employees at Suntory Global Spirits on LinkedIn. Ask them about their experiences and any tips they might have for landing the Analyst - Site Support role. Personal connections can make a huge difference!
✨Tip Number 2
Prepare for the interview by brushing up on your technical skills. Make sure you can confidently discuss troubleshooting IT issues, especially with Microsoft Windows 10 and Office 365. We want to see that you can handle those 1st and 2nd level support queries like a champ!
✨Tip Number 3
Show off your problem-solving abilities during the interview. Think of examples where you've taken ownership of incidents and resolved them efficiently. We love candidates who can demonstrate their commitment to excellent customer service!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re genuinely interested in being part of the Suntory family. Let’s get you on board!
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 you have!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about the role and how your background aligns with Suntory's values. Show us your personality and enthusiasm for the position!
Showcase Your Problem-Solving Skills: In your application, give examples of how you've tackled IT-related issues in the past. We love seeing candidates who can take ownership of problems and drive solutions, so don’t hold back on those success stories!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets into the right hands. Plus, it shows us you’re serious about joining the Suntory family!
How to prepare for a job interview at Suntory Global Spirits
✨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 gone above and beyond for customers. Highlight your ability to communicate effectively and maintain a high degree of customer service.
✨Familiarise Yourself with ServiceNow
As you'll be managing incidents and service requests using ServiceNow, it’s crucial to understand how it works. If you have experience with it, share specific instances where you used it to resolve issues efficiently.
✨Demonstrate Team Collaboration
This role involves working closely with global teams, so be prepared to discuss how you’ve collaborated in the past. Share examples that showcase your interpersonal skills and your ability to adapt to new environments.