Sakti3 - IT Support Analyst

$ Confidential

Ann Arbor, Michigan

Market Overview

Dyson has acquired 100% of solid-state battery pioneer Sakti3. Together they will supercharge research and development into the new battery platform, to engineer breakthroughs in performance for future Dyson technologies.  U.S. President Barack Obama congratulated Sakti3 in 2015 at the White House for its technology development.

Function Overview

This position will be part of our operations at Sakti3.

Accountabilities

Facilitate IT support activities to ensure exceptional service delivery to all Dyson USA employees

  • Respond to all service requests within agreed upon service level.
  • Create and document IT Service Delivery processes
  • Ensure that all IT faults and changes are logged in the call logging system within the agreed upon  and designated timeframes
  • Allocate IT faults and changes to the IT Support Engineers for resolution and root cause analysis
  • Provide status updates to the user community and Service Delivery Manager when required
  • Coordinate and facilitate the department’s open item review meetings
  • Hold daily status updates with team members to ensure service delivery agreements are met
  • Work with HR to provide necessary IT assistance for the new hire inductions
  • Coordinate with the PR department to establish any IT involvement for company presentations and briefings

Analyze data from department to measure success of IT department

  • Track and compile key service delivery statistics, including internal customer feedback
  • Gather data from multiple sources and compile data into useful and meaningful information in which it can be analyzed
  • Routinely provide insights into trends and patterns
  • Develop new tools and improve upon existing ones
  • Make recommendations to resolve issues

Coordinate all activities within the procurement process

  • Liaise with the IT teams and external suppliers to generate quotes, raise orders, and reconcile invoices, using the internal approval processes
  • Ensure appropriate product and equipment stock levels are maintained
  • Work with the SD Manager and the Finance team to ensure spending is monitored and balanced against the annual IT budget

Ensure the core Asset Management processes are followed correctly

  • Monitor and manage the accuracy of IT Asset Management through regular checks
  • Record asset deployment, asset disposal and asset transfers
  • Evaluate and improve processes as needed

Fulfill other duties as required

  • Contribute to any IT project based work
  • Relish the opportunities to pick up new activities that fall broadly in the purpose of the role
  • Identify problems and find solutions

Other Requirements

  • Strong sense of urgency and customer focus
  • Excellent follow-up skills to see tasks through
  • Ability to work a flexible schedule including evenings and weekends.
  • Ability to lift up to 50 lbs.

Skills

  • 2 years’ experience facilitating support activities in a customer service environment required
  • 1-3 years’ experience in an IT role
  • Bachelor’s degree preferred; High School diploma required
  • Experience of supporting a remote user base strongly preferred
  • Explorer - Demonstrates a ‘can do’ / entrepreneurial attitude
  • Shrewd - Ability to deliver projects in full, on time and to the highest quality
  • Fighter – driven to get the best result. Challenges themselves and others.
  • Attuned – ability to communicate with all levels of the organization with positive intent
  • Dynamic and enthusiastic personality, combining flexibility and creativity
  • Ability to offer solutions to problems, at times when under pressure
  • Effective interpersonal skills essential, including the ability to communicate well with a wide variety of users, of very differing levels of IT skills
  • Commitment to constant quality improvement and customer service
  • Excellent written and verbal communication skills

Benefits Overview

Sakti, a Workplace Excellence Awardee (2016), has been recognized with IHS CERAWeek’s Energy Innovation Pioneer Award (2014), by MIT’s Technology Review Magazine as one of the Top 50 Most Innovative Companies (2012) and World’s Top Ten, representing the “energy” category (2011). The senior team has over 100 years’ collective experience in research, manufacturing, and leadership. The company is a spinout of the University of Michigan, where its founding team created laboratories, published over 100 papers on batteries and related mathematics and physics, and demonstrated its first early prototypes. Financed by Khosla Ventures, Dyson, General Motors Ventures, Beringea and Itochu Technology Ventures, the company has been recognized for its innovative approaches in the Wall Street Journal, Fortune, Scientific American, Inc., Time, Automotive Engineering, the New York Times, Washington Post, NPR and other media.
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