Reliance Worldwide Corporation (RWC) Plumbing Matters.
We make it better.
Our innovative products, built on a tradition of excellence, serve markets across plumbing, heating and construction to make our customers' lives easier, while sustainably delivering unrivalled returns.
We are publicly listed on the Australian stock exchange (ASX) with global headquarters in Atlanta, Georgia, USA, regional headquarters in Brisbane, Australia and London, UK.
Our global family of trusted brands are committed to making a positive, lasting impact – we are better for our planet and better for our people.
We operate in 45 facilities across 20 countries.
We're acquisitive and we're laser focused on growth.
Our Culture We're big enough to make a difference and small enough for each one of us to make an impact.
Whilst we operate on a global scale, we understand the importance of local markets by focusing on the needs of those markets.
Our culture encourages our people to think differently, challenge the status quo and shape the world around us.
Our values SPIRIT drive how we work together with a focus on Safety, Passion, Integrity, Reliability, and innovation, together as one global team.
We have something special here – not just what we do, but who we are.
We're not afraid to try new things; we punch above our weight; and we move with speed.
Our strategy ensures we provide a safe environment for our people, and we actively promote diversity and inclusion.
We are dedicated to sustainable practices and making a positive contribution to the community we serve.
Everyone at RWC makes a valuable contribution to our business.
Sound like somewhere you can see yourself.
Read on.
This role is within the Service Delivery team, reporting to the Applications Project Manager.
As an IT Analyst, you will play a crucial role in delivering front-line IT services, ensuring the smooth operation of our IT team and providing excellent customer service.
The IT Support Analyst will provide deskside and remote support services to EMEA staff.
This is a highly customer-focused role and requires service delivery to a consistently reliable and high standard.
Additionally, this role will work on continual service improvements on processes within the Service Delivery area.
· Responsible for providing proactive and effective IT support to EMEA staff.
· Ensure all incidents, requests and problems are managed consistently and resolved within the agreed Service Level Agreements (SLAs).
· Managing the functional and operational efficiency of IT, through continual service improvements.
· Assisting with IT projects as required.
· Provide 1st and 2nd line support for pc, mobile, and printing device related hardware and software / application issues.
· Management of software and hardware assets throughout the user management lifecycle.
· Report and escalate service-related issues in a timely manner with external suppliers as appropriate and take ownership of the issues through to resolution.
· Manage end-user expectations throughout the lifecycle of incidents or service requests.
Work as part of a team to ensure services are delivered within SLAs, providing First Contact Resolution (FCR) using Knowledge Base Articles (KBA) and subject matter expertise.
· Troubleshooting issues related to core systems and applications.
· Working knowledge and understanding of operations and business priorities.
· Contribute towards service improvements within the Service and Support area.
· Work closely with internal teams to resolve end user issues and queries.
· Assist in project implementations as required, either for internal departmental use or for staff.
· Travel to other EMEA sites as appropriate to meet support requirements.
· Maintain confidentiality and discretion when exposed to private and sensitive information.
· Adhere to IT methodologies and procedures.
· Comply with all current work instructions within the organisation.
· Comply fully with all current health, safety & environmental regulations in operation within the company while carrying out your duties.
· Carry out any reasonable task which falls within your capabilities.
KNOWLEDGE, SKILLS & Competencies · A good understanding of high-quality service delivery, relevant approaches, and methods.
· Advanced knowledge of Microsoft PC, and relevant technologies such as active directory, and office 365.
· Knowledge of desktop, laptops, tablets and mobile phone technologies.
· Good understanding of networking fundamentals.
· Administration of ITSM tool advantageous.
· Knowledge of packaging and deployment of applications.
· Proficient in English and preferably another European language.
· Exceptional customer service skills and a positive 'can do' attitude with the ability to embrace and drive cultural change.
· Excellent troubleshooting and problem-solving skills.
· Excellent written and verbal communication skills.
· Strong interpersonal skills.
· Ability to multi-task competing responsibilities.
· Good time and resource management skills.
· Able to work under pressure and meet deadlines.
REQUIRED QUALIFICATIONS/EDUCATION Related IT / ITIL Foundation qualifications are preferred but not required, depending on the candidate's skills and experience.