Service Desk Analyst2024-04-03T19:13:45+01:00
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Service Desk Analyst Job Vacancy in Tees Valley, England, UK
Draken
Role Purpose
Provide IT support via telephone, remotely or in person for the resolution of software, hardware or network issues, in line with service level agreements
Provide an escalation point for fault finding, technical issues and either resolve or escalate as appropriate
Liaise with external third party support teams to resolve issues to a successful conclusion, as necessary
Assist with IT related projects and travel to other Draken Europe sites when required
Key Responsibilities
Safety first. Operate at Draken Europe in accordance with the SHE standards. Identify where the SHE Standards are applicable to appointed operations/tasks and apply safe systems of work identified.
Apply countermeasures identified in applicable risk assessment to appointed operations/tasks.
Responding to ServiceDesk tickets within the appropriate service delivery timeframes
Complete/Update technical documentation to aid the business
Daily monitoring of Backup tasks / routines and escalate as appropriate
Setup, deployment and ongoing support of client environments
Reporting, diagnosing and resolving technical issues within the environment
Complete/support leavers/moves, including permissions, equipment and systems
Deploying packages and other software installations
Day to day support for core Desktop services
Active Directory and Exchange user account management
Office 365 management
General network/phone/server support and administration
Supporting local business applications on the desktop
Operate to Draken Europe policies, procedures and standards
Support such other team members during IT projects and activities, as required
Support On-Call Rota based requirements
Any other duties that are reasonably requested by management within the capability of the incumbent.
Core Competencies
Customer focused and service oriented
An ability to logically and methodically diagnose and troubleshoot software and hardware issues
Good written, oral and interpersonal communication skills
Keen attention to detail
Flexible and adaptable to change
Team-oriented and skilled in working within a collaborative environment
Excellent personal time management skills
Ability to work away from core IT team
Qualifications and Experience
Minimum of 2 years 2st line/Desktop support experience essential
A working knowledge of Windows 10 and Microsoft Office 2019/365
A working knowledge of Office 365/Azure AD
A working knowledge of Windows Server 2012/2016/2109
Good understanding of networking concepts and technologies
Microsoft, or other relevant vendor certifications desirable
Experience of working within a structured service delivery framework desirable
Ability to achieve Security Clearance (UKSV) due to the nature of the business.
Key Measures
Resolving ServiceDesk tickets to satisfaction within agreed service delivery timeframes
Conforming to internal procedures and policies
Quality of problem resolutions
Personal development objectives (where applicable)
Draken is committed to eliminating unlawful and unfair discrimination and we celebrate the differences that a diverse workforce brings. A range of perspective and talent supports our values and drives our success, with a mix of voices generating better discussions, business decisions and outcomes for all.
To us, diversity means bringing your own perspective to the conversation; inclusion means having a voice – and equality means that your voice is heard.
At all our sites internationally, every member of the Draken Europe team is accountable to ensure that we are all treated fairly and with respect.
Intolerance has no place in our Company. We condemn it outright. Instead, we strive to create a culture where each person who joins our team feels they have the opportunity to succeed, to grow, and to work within an environment where they can be themselves.