Global IT Service Support Specialist

Internal Job Title: Global IT Service Support Specialist

Business: Lucy Electric Manufacturing & Technologies

Location: Halol, Vadodara, Gujarat

Job Reference No: 3067

About the role:

The IT Service Support Specialist is responsible for the day-to-day operational delivery of IT EndUser Support Services across all Lucy companies. The role will prioritize the delivery of IT Service Support ensuring all aspects of assigned duties are completed within agreed timescales, service levels and expectations. The success and value of this role is driven (and measured) by ensuring the services are managed and continually improving to support the business and helping and supporting other IT support teams.

Your responsibilities:

• Ensure all assigned IT Support activities and priorities are progressed within agreed service levels
• Escalate urgent Service Requests or Incident raised by critical resources.
• Provide supplemental technical support to the Service Desk Team when required.
• Continue to improve in all applicable technology areas to ensure you have appropriate knowledge and skills necessary to complete all assigned tasks, and support the broader team
• Develop existing processes and procedures to troubleshoot and create articles for known issues and share knowledge with colleagues.
• Adhere to ITIL Service Management (ITSM) best practice and techniques whilst following policies, procedures, and guidelines
• Continue to improve in all applicable technology areas to ensure you have appropriate knowledge and skills necessary to complete all assigned tasks.
• Work closely with global business users and teams to exploit existing and new technology. Identify and exploit opportunities for automation and digitization of key processes and activities.
• Proactively seek out opportunities for continual improvement. Own and progress these opportunities ensuring maximum value is achieved.
• Continue to challenge yourself and improve in all applicable technology areas to ensure you have appropriate knowledge and skills necessary to complete all assigned tasks and support the broader team.
• Build and maintain effective and trusted relationships with colleagues, to aide IT support and the delivery of high standards of service
• Coordinate with IS support teams, business units and external vendors to restore services and resolve Major Incidents, ensuring timely and effective communication with all stakeholders.
• Reviews and analyses historic data to identify underlying trends and initiates proactive problem management activity, across teams, to drive improvements and reduce incidents.
• Manage M365 Admin and Support
• Managing Access Management
• Design, develop, build, and customize applications, own technical solutions on the ServiceNow platform and provide admin support.

Key Skills:

• Experience using ITSM tools such as ServiceNow

• M365 (Teams, SharePoint, OneDrive, Exchange, Office) Deployment, Administrator and support.

• Azure Cloud (Manage and monitor Virtual Machines, Storage and networking resources)

• Access Management

• Service Automation

• Mobile Device Management (MDM) MS Intune, Windows Update for Business.

• PowerShell Scripting

• Data backup and recovery technologies (Druva, Azure Backup, Rubrik)

• An entrepreneurial spirit who can solve challenging problems, make a real impact in technology, and want to build something big

• Excellent communication skills, both written and verbal, together with polite telephone manner

• Friendly and approachable with good customer service skills and able to communicate with colleagues who have varying IT knowledge.

• Well organized and able to prioritise workload.

• Collaborative and community focused

• Friendly and positive attitude.

Minimum Qualifications, Knowledge and Experience:

• Degree in an IT related subject
• 3+ years experience in an IT Service Support/ Operations role
• ITIL3/ITIL4 Certification, or 2+ years equivalent experience in an IT Service Management environment
• A working knowledge of Infrastructure technologies (e.g., Networking/SDWAN, SAN, VMWare, DNS, AD), including administration and operation.
• A working knowledge of Microsoft 365 Deployment and Administration
• Proficiency in cloud computing concepts, Azure services (e.g., virtual machines, databases, storage, networking), and scripting languages like PowerShell)
• Operational experience of ServiceNow (ITSM - Problem Management; Knowledge Management; Incident Management; Change Management; CSM; Request Fulfilment).
• Strong Verbal and written communications skills
• Excellent problem-solving skills
• An awareness of Information Security (InfoSec) and Cyber Security fundamentals

Desirable Skills, Qualifications, and Experience:

• ServiceNow Development and Administration (ITSM, SAM & CSM)
• Experience of delivering projects.
• In depth knowledge of Microsoft Cloud Eco System.
• Microsoft Certified: Azure Administrator Associate (AZ-104), Security Operations Analyst Associate (SC-200), Endpoint Administrator Associate (MD-102)

  
  

About Us:

Lucy Group Ltd is the parent company of all Lucy Group companies. Incorporated in 1897, Lucy Group is diversified into four business units, based on the expertise gained and developed over 200 years. Today we employ in excess of 1400 people worldwide, with property and manufacturing operations in the UK, Saudi Arabia, UAE, South Africa, Brazil, Thailand, Malaysia and India.

Lucy Electric is a global business that provides medium voltage switching and protection solutions for electrical distribution systems. Our dedication to cultivating our service provision allows Lucy Electric to offer a complete solutions package to our customers; facilitating the delivery of electricity to homes and businesses worldwide.

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