It Service Desk Technician

Morgan Advanced Materials is a business rich in history and innovation. Founded in the UK in 1856, we have grown into a global organisation with 70 sites in 18 countries. Our model to serve our customers where they need us has led to a diversified product range using our unparalleled expertise in ceramic and carbon materials, which we exploit to solve difficult problems for our customers across a diverse range of markets.

We are a purpose driven organisation. Our purpose is to use advanced materials to make the world more sustainable and to improve the quality of life. We deliver on that purpose through the products that we make, and the way that we make them.

We help our customers push the limits of their processes and products to meet the demanding requirements they face, from higher process temperatures to higher product performance to increasing miniaturisation.

Key Figures: Revenue £1,112m (2022), ~8,500 employees, manufacturing in 30+ countries, and a global customer portfolio. A UK PLC with head office located in Windsor, Berkshire UK. Listed on London Stock Exchange; Member of the FTSE 250 Index.

The primary focus of the IT Shared Service is to drive system, process, infrastructure and service improvement through knowledge, innovation and best practices.

The shared Service delivers and maintains common technology standards, operating policies, processes and tools, and provides continuous education to enable global business operational ability to collaborate more effectively internally, and with customers and suppliers.

OVERVIEW & SCOPE OF ROLE:

• To plan and deliver daily IT and desktop services as part of a Global IT Operations team
• Responsible for installing, upgrading, maintenance IT services across the Global business environment.
• To work closely with IT Customers in making more effective use of standard desktop systems, and providing cost effective IT Services that meets their requirements
• To provide onsite support as required at Fostoria site and remote support to sites throughout the US and Canada . There may be the occasional requirement to travel to these sites.

Responsibilities

• Maintains integrity and confidentiality of information handled by IT, adhering to guidelines for data compliance and audit controls
• Champion the ‘ThinkSafe’ initiative and personally contribute to the development of our safety culture across all locations in Morgan.
• Ensuring a detailed understanding of Desktop and IT Services ensuring continuous service improvement
• Manages timely and effective handling of enquiries and requests for guidance
• Creates and maintains procedures and documentation for IT service support
• Maintains a relationship between the business and IT, as a customer representative on all local activities.
• Pushes creative thinking beyond the boundaries of existing industry practices and company mind sets.
• Ensures that departmental key performance indicators (KPIs) on the levels of service performance are within specified limits.
• Follows procedures for handling incidents, requests, changes and contributing to their improvement
• Works in a highly collaborative manner with the full Global support team at all levels (including outsourced partners)
• To work with users in making more effective use of standard desktop systems, and cost effective IT Services
• Ensures a value adding Customer Service and Continuous Service ethos
• Receive and log requests for support.
• Have adequate knowledge of health and safety regulation within their areas of work, observe the legislation and codes of practice, ensure all statutory registers and records are maintained.
• Monitors desktop service providers, service quality and health & safety; ensures that IT service performance is monitored, reviews performance and monitor maintenance standards.
• Investigates and diagnoses desktop service problems, working with users and suppliers. Co-operating with Management and Operations staff to maintain overall IT service performance.
• Work collaboratively with Service Towers in developing the Desktop and IT Service segment of the Group IT strategy.
• Prioritises requests and incidents in accordance with agreed criteria staff
• Identifying with users new or alternative ways of working and better use of the IT products and services.
• Escalating requests to internal staff or suppliers.
• Uses desktop management systems software and appropriate analysis equipment to collect data, model performance, and create reports, including proposals for improvement.
• Working with the Infrastructure Change Management team to record and execute operational changes

Qualifications

Experience

• Keen attention to detail with excellent time management & organisation skills
• Previous demonstrable background in infrastructure technology configuration, development and improvement
• Further or higher education in related subjects
• Can demonstrate a good understanding of infrastructure technology & desktop configuration
• Career experience in Manufacturing, Engineering or Supply Chain business environments.
• Excellent ability to understand & apply best practice standards to all aspects of daily services
• A firm background in customer service and continuous service improvement.
• Confident at managing relationships across all levels.
• Ability to drive initiatives forward when priorities conflict/are unclear
• Can work independently on own initiative as well as part of a distributed team
• Excellent customer service and engagement skills and ethos is a must
• ITIL Foundation V3/4 desirable
• Experienced in service improvement
• Excellent communications skills

Behavioural Competencies

• Drive for Results - Can be counted on to exceed goals successfully; is constantly and consistently one of the top performers; very bottom-line oriented; steadfastly pushes self and others for results.
• Problem Solving - Uses rigorous logic and methods to solve difficult problems with effective solutions; probes all fruitful sources for answers; can see hidden problems; is excellent at honest analysis; looks beyond the obvious and doesn't stop at the first answers. -1
• Interpersonal Savvy - Relates well to all kinds of people, up, down, and sideways, inside and outside the organisation; builds appropriate rapport; builds constructive and effective relationships; uses diplomacy and tact; can diffuse even high-tension situations comfortably.
• Dealing with Ambiguity - Can effectively cope with change; can shift gears comfortably; can decide and act without having the total picture; isn’t upset when things are up in the air; doesn’t have to finish things before moving on; can comfortably handle risk and uncertainty.
• Customer Focus – Is dedicated to meeting the expectations and requirements of internal and external customers. Establishes and maintains effective relationships with customers and gains their trust and respect.

Morgan Advanced Materials is an EEO/AA/M/W/D/V Employer Ind-1