Site Support Analyst

Suntory Global Spirits; Greater London; On-site; GBP 42,000 - 62,000; Full time

Job summary

Suntory Global Spirits in London is seeking an IT Service Delivery Analyst to act as a liaison between the business and IT, taking ownership of end-user issues and resolving tickets in ServiceNow within SLA. You will support software to hardware, document resolutions, and participate in global projects.

The role requires at least 3 years in a similar position, experience with Windows 11, Office 365, InTune, Entra, and Papercut; ITIL is a plus.

Qualifications

• Strong customer service mindset with ability to manage expectations and resolve issues.
• Solid technical understanding across software, hardware, and IT infrastructure.
• Ability to collaborate with business stakeholders and IT teams to align services.

Responsibilities

• Represent IT to the business and be the voice of the business to IT.
• Align IT service offerings with business strategies and objectives.
• Participate in and collaborate with Global Service Delivery teams.
• Troubleshoot 1st and 2nd line IT issues from apps to hardware.
• Log and manage incidents in ServiceNow within SLA.
• Maintain asset inventory and track changes.
• Develop and maintain knowledge base articles.
• Escalate unresolved calls to next support level.
• Drive customer adoption and ensure end-user satisfaction.
• Develop and facilitate training sessions.
• Take ownership of incidents and communicate progress clearly.

Skills

Best-in-class customer service

Strong technical acumen

Business Relationship Management

Adaptability

Education

Bachelor’s degree or educational equivalent

Job description

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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.

What makes this a great opportunity?

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
• Setup and prepare onboarders and returned equipment from leavers

Qualifications

• 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 11, Office 365 and related hardware in a midsize company
• Entra/AD, InTune
• Secure printing - Papercut Hive
• Mobile phone device management , InTune
• Apple Business Manager
• Experience in a global role is a plus
• ITIL certification is a plus

• Best-in-class customer service
• Strong technical acumen
• Business Relationship Management
• Ability to adapt to new environments and accept new challenges

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.