Service Delivery Analyst at Control Risks

Department: Group IT

Manager: IT Service Delivery Manager, Europe & Africa

Job Purpose

The purpose of this role is to deal with customer IT requests via telephone, email or onsite visits. The emphasis is on providing a high level of customer service and a solution in a timely manner thatmeetsthe needs of our usersand the department’s objectives. The role involves working in a busy team and would ideally suit someone with experience of working within a Technical role with good problem solving and listening skills.

Tasks and Responsibilities

• Responsible for providing ITsupport via the telephone, remotely or on-site.
• To be part of a rota which operates a shift pattern between 08:00-18:30.
• To review, update and add solutions and fixes to the internal knowledge base.
• Responsible for providing end user training as and when required to prevent repeat calls.
• Required to contact 3rdparty suppliers for end user support.
• Image, Build & Configure a PC according to control risks standards.
• Install software requests
• Set up, activate & trouble-shoot Blackberriesand smartphones.
• Responsible for asset tagging hardware and ensuring assets are recorded within the appropriate system throughout their lifecycle
• Support Microsoft Office & in-house applications
• Assist with officemoves within departments
• Conduct new joiner inductions
• Provide IT support for meeting rooms
• Follow strict procedures for administration tasks such as new joiner, transfer and leaver process.
• Responsible for continuous feedback to the Service DeliveryManager to improve IT service.
• Responsible for filling out weekly timesheets to account for work performed

Knowledge and Experience

EssentialExperience of:

• Microsoft Windows 7
• Has installed the OS (Operating System) on machines
• Able to add a Printer onto a server
• Able to adjust screen settings / Desktop settings such as resolution
• Able to set up a dual monitor/docking stations
• Microsoft Office packages 2010& 2013
• Strong knowledge of utilising MS Office in a day to day environment
• Can troubleshoot common MS Office errors
• Can repair/ reinstall the MS Office suite of applications
• Remote Access/ VPN
• Trouble-shooting hardware on laptops, desktops & Printers
• Active Directory
• Can create a user account/ DL (Distribution List)
• Can add users to a DL
• Can set up permissions on a user account / DL (Distribution List)
• Handheld devices/Mobile phone support
• MS System Center Configuration Manager (SCCM)oHow to deploy an image to a pcoHow to add a pc to a collection to install software

Preferred

• Experience in Office 365
• Knowledge of Nasuni backup solution
• Knowledge of Mimecast
• Knowledge of and how to trouble-shoot TCP/IPissues
• Knowledge of and how to trouble-shoot DHCP issues
• Use of Solarwinds Monitoring Tool
• Support of Microsoft CRM
• Support of Microsoft Dynamics AX

Qualifications and Specialist Skills Essential

• Experience in a Service Desk or Helpdesk role.
• Qualified up to ITIL Foundation level or a graduate with a relevant IT degree.
• Natural Interest in IT and technology

Competencies

• Professional, polite, able to work under pressure
• Excellent communications skills-good listener, calm manner
• Collaborative and a team player
• Ensures delivery of exceptional service to clients
• Must demonstrate a methodical and clear approach to troubleshooting problems as well as being able to make use of existing solutions

Behaviours

• All employees are expected to display behaviours reflective of our company values that of: Integrity and Ethics, Collaboration and Teamwork, Commitment to Peopleand Professionalism and Excellence.