IT Support Request Fulfillment Analyst

Career Building
Dynamic Work Environment

About Our Client

A market-leading global provider of mission-critical flow control and instrumentation solutions for the industrial actuation and flow control markets. These include oil and gas, water and wastewater, power, chemical process and industrial applications. Customers rely on us for innovative, high quality and dependable solutions for managing the flow of liquids, gases and powders.

Job Description

Responsibilities:

Respond to incoming requests made via a variety of channels (email, web, voice), against thresholds in line with the contracted service levels.
Log, categorise and prioritise all 1st level calls according to the agreed SLA.
Fix first time calls where appropriate, to customer satisfaction.
Maintain customer service standards by answering all calls promptly, remaining courteous and professional at all times.
Contribute to overall achievements of required Service Level by maintaining agreed personal targets. Assist in ensuring SLAs and KPIs are met.
Escalate issues that affect more than 1 person to 2nd line.

MPI does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, marital status, or based on an individual's status in any group or class protected by applicable federal, state or local law. MPI encourages applications from minorities, women, the disabled, protected veterans and all other qualified applicants.

The Successful Applicant

Required skills and experience:

Basic IT knowledge - active directory, basic server knowledge.
Understanding ITIL principles (foundation beneficial but not essential).
Basic knowledge of desktop environments (XP/Windows 7, Windows 10)
Good understanding of different technologies, including telephony.
Understanding of MS active Directory User Administrations.

Required Competencies:

Analytical thinker - resolve problems with a strong focus on attention to detail.
Stakeholder management - engage and motivate others. Customer and business focused at all times.
Adaptable - cope with the unexpected, manage problems.
Strong decision making ability - make decisions quickly in a crisis situation.
Communication - excellent listening plus written and spoken skills. Empathise and understand different cultures.
Organisation - self motivated with good time management skills to manage own workload.