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  • Posted: Aug 9, 2022
    Deadline: Not specified
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    Control Risks is an independent, global risk consultancy specialising in political, integrity and security risk. We help some of the most influential organisations in the world to understand and manage the risks and opportunities of operating in complex or hostile environments. We support clients by providing strategic consultancy, expert analysis and in-...
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    Service Delivery Analyst

    Description

    • 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 that meets the needs of our users and 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 customer care, problem-solving and listening skills.

    Responsibilities

    • Responsible for providing IT support via the telephone, remotely or on-site.
    • Basic technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security.
    • Joiners, Movers & Leavers – Fulfil laptop provisioning and retrieval where applicable.
    • User Permissioning – Update and manage user permissions requests on IT services.
    • Smartphone provisioning and support – Procure and support mobile device hardware and software setup.
    • Incident Management – Facilitate the restoral of IT services quickly and effectively following an incident.
    • Request Management – Deliver on service requests through the request fulfilment process.
    • Knowledge Management - Article Creation – Create and share knowledge through effective documentation.
    • Hardware Support – Troubleshoot hardware incidents and complete hardware requests.
    • IT Procurement – Engage with regional vendors to order approved hardware.
    • IT Asset Management – Plan and manage the relationships and attributes of all of assets in the IT estate.
    • Application Support – Provide first level support for a suite of enterprise solutions.
    • Audio / Visual support – Participate in the setup and repair of audio-visual solutions.
    • Mobile device management – Make key support and administration decisions on the mobile estate through mobile device management tools.
    • SOP process knowledge – Demonstrate a key understanding of standard operating procedures.
    • O365 General Account Administration – Perform administrative account tasks in the Microsoft Office 365 admin portal.
    • Active Directory management – Demonstrate excelled performance capabilities and clear understanding of Active Directory Services.
    • Azure administration – Administrate accounts, devices, and policy assignments in the Microsoft Azure suite.
    • McAfee EPO end point administration – Troubleshoot and manage device security compliance through the McAfee ePolicy Orchestrator.
    • MS Teams support – Troubleshoot incidents regarding the Microsoft Teams solution.
    • Security incident management – Monitoring, detect, and respond to security events within the IT estate.
    • Secure disposal of IT equipment – Execute the secure disposal of IT equipment through regionally approved vendors.
    • ServiceNow Global queue management – Assign and monitor incidents and requests in the ServiceNow system to meet predefined the SLA targets.
    • Responsible for continuous feedback to the IT Service Delivery Manager to improve IT services.
    • Responsible for filling out weekly timesheets to account for work performed.

    Requirements

    • Microsoft Windows 10
    • Microsoft Office365 package
    • Installing 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 station
    • 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.
    • Basic remote access solution implementation and support: VPN, InTune and other tools.
    • Trouble-shooting hardware on laptops, desktops & printers
    • Active Directory
    • Can create and maintain user account / Distribution List
    • Handheld devices / Mobile phone support
    • MS System Center Configuration Manager (SCCM)
    • How to deploy an image to a PC
    • How to add a PC to a collection to install software
    • Experience of Cisco Systems
    • Knowledge of HP Manageable Switches
    • Experience of Networking
    • Experience of Servers systems (Beginner/ Intermediate)
    • Experience with Network towers and nano stations

    Preferred:

    • Use of ServiceNow tool
    • Experience in Office365
    • Experience with McAfee security solutions
    • Knowledge of Active Directory
    • Knowledge of Azure
    • Knowledge of and how to trouble-shoot TCP/IP issues
    • Knowledge of and how to trouble-shoot DHCP issues
    • Use of Monitoring Tools
    • Use of ERP application experience (AXM D365, SAP, Oracle, CRM, Salesforce)
    • Basic Database understanding – SQL, Access, MySQL, MSSQL
    • Knowledge of Power BI, Power Apps, Power Automate (Flow)

    Benefits

    • Control Risks offers a competitively positioned compensation and benefits package that is transparent and summarised in the full job offer.
    • We operate a discretionary global bonus scheme that incentivises, and rewards individuals based on company and individual performance.
    • Control Risks supports hybrid working arrangements, wherever possible, that emphasise the value of in-person time together - in the office and with our clients - while continuing to support flexible and remote working

    Method of Application

    Interested and qualified? Go to Control Risks on jobs.workable.com to apply

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