Reporting to the IT Applications Manager, this role will have a primary focus on the daily support and continual improvement of all Service Delivery related IT services. You will be assisting in the maintenance and development of Crystal Reports and providing routine generic 1st and 2nd line support. This role is part of global IT team where you’ll have the opportunity to contribute to supporting and delivering global IT initiatives and projects. You will have ITSM/ITIL Service desk experience, confident in using SQL with the ability to analyse systems and data to drive continual service improvements.
You will be involved in duties such as:
- Responding to and resolving Incidents and Service Requests whilst adhering to pre-defined service management processes and in accordance with departmental SLAs
- Collaborating closely with the wider IT team in India and North America
- Providing 2nd line support of our Service applications (SAP Business one and Field Service Management) and adhering to pre-defined processes and documenting suitable information (via shared Zendesk Knowledge Articles any fixes or root cause analysis)
- Escalating issues to 3rd line apps or external support as required and as directed by the Lead Analysts/Applications Manager
- Working closely with end-users, Business Analysts, and the Applications/Infrastructure teams to troubleshoot and resolving application services related issues
- Working closely with the Service Business Analyst, in the development, testing and delivery of system improvements
- Assisting in the maintenance and developing the portfolio of Crystal Reports based customer facing documentation
The successful candidate will have system administration/support experience in either Field Service, ERP or CRM. You’ll have the ability to resolve complex functional and configuration issues within SLAs whilst collaborating with various teams. This will suit someone who is solutions driven, can work to tight deadlines and can effectively communicate technical information to non-technical colleagues. It would also be beneficial if you can confidently create and maintain clear and accurate system records and documentation.
This role will be challenging and fast-paced as well as rewarding and engaging. In return, you’ll have a supportive work environment, and the chance to make a real contribution to the future growth and success of a global business. If you're looking to be valued and appreciated, then look no further as we would love to hear from you and tell you more about this opportunity.
Our values at Peak are structured around our colleagues, our customers and our service, our priority is always on delivering successful outcomes for our customers. At the heart of Peak is a focus on ‘doing the right thing’, it’s an informal approach but one which is well-known and understood throughout our business.
Established over 20 years, Peak Scientific is a leading innovator in the design, manufacture and support of high-performance gas generators for analytical laboratories, with direct operations in every continent around the world. This success is a result of a continual focus on manufacturing cutting-edge products and in directly supporting customers across the world with industry-leading service and maintenance. With over 20 overseas offices across every continent and over 600 staff globally, Peak is one of Scotland’s manufacturing success stories of the past decade. This is a rare opportunity to be a part of that, as we move into the next phase of growth, consolidation and global expansion with plans to establish new manufacturing and distribution capacity, both in the UK and internationally.
Peak Scientific is an equal opportunity employer and values diversity at our company. We welcome applications from all qualified individuals regardless of their religion and beliefs, race, sexual orientation, age, gender identity, disability or any other protected classification.