BizTech Analyst
Permanent - Full TimeJob Overview
Great People Work Here
BizTX: Co-Creating WOW Through Digital Innovation
It’s an exciting time to be part of BizTX at Twinings Ovaltine. At the heart of this iconic brand, we’re on a mission to drive exponential growth and productivity through cutting-edge technology to transform the business globally.
We’re not here to simply provide IT services. We’re technology leaders and strategic partners, co-creating innovative solutions that help the business run, grow, and transform. Everything we do is guided by our commitment to ‘WOW’ our consumers, customers and colleagues. WOW experiences, WOW solutions, and WOW impact.
Our people think differently. We have an exponential mindset that helps us push boundaries and shape what’s next. The future at Twinings Ovaltine is full of possibility and we’d love you to be a part of it.
The role provides a wide range of technical skills to support our user community and Twinings UK site. Delivering a consistently high customer experience across a broad range of functional areas to include but not limited to remote working users and our site production areas. Critically carrying out hands on support and providing technical skills to complete change and project delivery.
The role provides a wide range of technical skills to support our user community and Twinings UK site. Delivering a consistently high customer experience across a broad range of functional areas to include but not limited to remote working users and our site production areas. Critically carrying out hands on support and providing technical skills to complete change and project delivery.
Key Responsibilities
- Ensure that all areas of IT facility (patch rooms/locations, computer rooms) are maintained to a high standard. Liaison with facilities to ensure that supporting environmental services (Air, Fire, Electrics) are maintained to ensure they are fit for purpose and do not represent health and safety concerns
- Own the inventory of site connectivity infrastructure and equipment (routers, switches, IOT, AV etc) and ensure a working knowledge of these services to a technical level including documentation and maintenance of third party relationships.
- Assist with inventory control of stock (Laptops, desktops, monitors etc) and preparing these for allocation/de allocation from users in conjunction with the service delivery manager
- Maintain a working knowledge of site cabling (Cat 5/6) and liaise with facilities, cabling contractors and customers to ensure any changes/enhancements are delivered in line with relevant quality standards, and changes to documentation are managed and controlled
- Work collaboratively with other BizTech members to provide excellent customer response to incidents, problems and requests
- Provide technical capability to own and resolve incidents in collaboration with application owners, users and third parties
- Provide ‘remote hands’ to assist the Service Desk in resolving issues with on site or end user equipment
- Maintain a working knowledge of Industrial control systems and provide technical input to incidents, change and problems relating to these
- Provide technical knowledge to contribute to the Problem Management process
- Provide infrastructure/technical skills to support project and change from planning through to completion/handover
- Actively seek out and propose improvements to our technology
- Working with third parties and the SSC to deliver improvements to technical solutions
- Be SME for mobile telephony, providing resolution, and self-help resource and support, liaison with mobile providers.
- Be SME and resolution owner for technical issues affecting meeting room equipment
- Installation of software on to clients and servers as part of a defined change process
- Deliver patching and updates to a wide range of applications and supporting services as agreed with application owners and as a result of definition through the change process
- Implement patches/changes as needed to ensure a sustained low vulnerability environment
- Respond to alerts from hosting, service providers, the SSC and monitoring tools to ensure uptime and performance of services
- Represent UK within an international infrastructure team and lead relevant initiatives as required
- Manage and apply change adhering to defined process and methodology
Skills, Knowledge and Expertise
- Demonstrable ability to be able to comfortably and consistently flex communication style to stakeholder needs at all levels and disciplines
- Experience of working with teams in a multiple locations and remotely
- Excellent team player
- Builds trusted and consistent relationships with peers and third parties
- Generous with knowledge and supporting others to grow and develop
- Extensive experience of working in a service desk environment
- Awareness of ITIL processes, their value and how they might be implemented
- Self manages and motivated, able to prioritise when ownership or escalation is appropriate
- Experience of working in a fast paced matrix organisation, comfortable with change and ambiguity
- Balances a ‘Can do’ attitude against the structure and process that is necessary to manage service against
- Strong customer focus, regularly communicates, seeks to make robust relationships, and can be relied upon to resolve – completer/finisher
- Good verbal and written communication
- Demonstrable growth mindset, with a thirst for knowledge, questions, seeks to understand and continue to learn. Excited by, and keeps up to date with latest Technology developments. Proactively looking outside and proposes ideas.
- Awareness of Cyber security and information security principles and the importance of data/evidence collection as part of incident management
- Solid knowledge of networking – Lan, Wan, Wifi, TCPIP etc
- LAN configuration and optimisation, desirable but not essential