ICT Site Services Analyst at Kerry

About the role  

The ICT Site Services Analyst is a key role in the ICT Site Services function that is required to work under the direction of the Regional & Global Infrastructure team.
 The successful candidate will be based in Kerry Hillcrest supporting the operation in the APMEA Region.
 The successful candidate will also collaborate closely with the different internal ICT departmental teams to ensure delivery of highly effective support solutions to the business.
 Experience with project management and wiliness to take initiative is highly beneficial for the role.  

Key responsibilities  

Essential Functions and Duties

•  Business engagement
•  Hold regular review / planning meetings with the business / function to discuss progress with IT portfolio and formulate action plans.
•  Participate in business management meetings and understand critical business needs; input the same into the IT planning process
•  Proactive in identifying opportunities, new ideas and solutions that will bring value to the business. Identify and deliver on innovations and continuous improvement programs.
• Project management & execution
•  Arrange resources and manage multiple small to large projects for functions in a divisional or cross-divisional environment. Validates task time and cost estimates as well as project assignments / plans.
•  Manage project plans and understand key bottlenecks / anticipate impact on future deliverables. Ensures project tasks are effectively rescheduled / reassigned based on overall impact available resources and skill sets by adhering to agreed project management practices.
•  Negotiate deliverables, milestones and deadlines based on current assignments and technical resources available.

ICT Support

•  Provide level 2 ICT support to internal and external business customers.
•  Provide level 2 hardware and software support, either remotely or at local level for all Desktop, Laptop PC’s and printers
•  Apply appropriate fixes or provide efficient escalation of problems/issues regarding all support incidents.
•  Provide 1st line LAN support at current location along with remote site locations.
•  Update all user queries through incident tracking system with regard to call progression and completion in a timely manner based on service level agreements.
•  Document and submit new solutions into ICT Service Desk or ICT Site Services knowledgebase.
•  Responsible for delivery and installation of new ICT hardware and software in line with current ICT global processes and procedures
•  Ensure site documentation is accurate, timely, and relevant.
•  Responsible for ensuring the ICT standards and policies are maintained and implemented at all site levels.
•  Responsible for maintenance and support of all site’s infrastructure
•  Ensure all desktop and laptops PC’s are patched to the highest available level and all have the latest anti-virus updates installed
•  Able to travel and support out of hours / weekend/ PH if needed. 

Technology

•  Knowledgeable in all forms of environmental hardware – Including but not limited to Intel desktop and laptop PC’s, printers, mobile devices (e.g. iOS devices, tablets, scanners, cameras, factory specific devices, internal/external mobile devices), projectors/TV’s, touchscreens)
•  Knowledgeable in all Operating Systems currently in work environment - Including but not limited to Windows 11/10/7, iOS and potentially Android, OS image creation/maintenance/ management/deployment.
•  Knowledgeable on all environmental Software such as Office 365, Citrix, Azure, Endpoint Protector, Cisco technology, Antivirus & malware tools  

Qualifications and skills

Education 

• Minimum of Diploma in Computer / Information Technology, or related field.
• 3-5 years’ work experience in a comparable job role.
• Any IT certification (PMP, Prince2, ITIL, CompTIA, MCSE, CCNA, etc) is recommendable but not mandatory.
• Functional / Technical Skills
• Familiarization project management and delivery methodologies and systems
• Knowledge of Kerry systems, processes, and methodologies an advantage

Additional Skills 

• Stakeholder engagement and management.
• Excellent work ethic, organization, planning, and communication skills.
• Ability to learn new concepts and technologies quickly.
• Ability to manage multiple projects in parallel.
• Strong critical thinking and problem-solving skills.
• Excellent oral and written skills.
• Strong facilitation skills.
• Influencing and persuasion skills.
• Must be equally comfortable working independently or as part of a team.
• Self-starter and ability to grasp business processes and acumen.
• Ability to professionally interact with people and cultivate strong partnerships.
• Reliance and credibility.