Service Desk Analyst (FTC 9 Months)

Service Desk Analyst

If you are ambitious, self-motivated, hardworking and a team player and interested in growing your career with an International FMCG business, please read through our job opportunity.

We have an opportunity for a Service Desk Analyst on a fixed term contract for a 9 month period.

Job Description Summary

Act as the first point of call for all IT-related incidents and service requests initiated by phone or self-service module in our IT Service Management Platform.

Provide 1st and 2nd level support to site-based or hybrid working users by attempting fixes on all supported areas of IT. Resolve incidents and fulfil service requests within the documented service level agreements.

Document first-time-fixes in the Knowledge Base for IT colleagues and create FAQ and self-help fixes and documentation for our user-base in a language they will understand.

Where you are unable to address or fulfill an issue or request, gather, and record all troubleshooting and fixes attempted in the ticket and assign to 2nd / 3rd level support, or application support vendor.

Work towards achievement of stipulated KPI's and targeted metrics set out for the IT Service Desk.

In a critical event, manage and support the Critical Incident Management process.

Manage our user facing IT communication process to alert or notify users about planned/unplanned service outages, IT projects or IT news.

Play a role in the diagnostic team in our Problem Management process to investigate root causes of recurring incidents.

Demonstrate a proactive approach and contribute to Continual Service Improvement.

Skill Area & Task List

• O365 Support
• Active Directory knowledge / User Access Management / Azure AD / Permissions
• Cyber Security
• SAP knowledge / awareness (not essential)
• SCCM
• Mimecast
• Teams / SharePoint Online
• Perform daily system health checks
• Exchange online
• Collaborate with third party suppliers with regards to the procurement of IT equipment and software.
• Engage with third party support for application-related tickets.
• Manage the configuration and installation of new hardware and software such as laptops, PCs, Mobile phones and some printer support.
• Deliver IT inductions to new starters which may include basic in-house training in MS Office applications as well as our IT Service Management Platform.
• Maintain asset information tracking changes as and when required, same for MS Office licensing compliance.
• Conduct user training when needed.
• Act as on-site support and provide hands-and-feet support at local site.

Key Result Areas

• One ticket per issue, ensure all calls to the IT Service Desk are logged accurately in detail and monitored accordingly to ensure excellent customer service.
• Drive and achieve the 90%> SLA / Customer Satisfaction 96%
• Deliver on First Call Resolution metrics bringing the resolution closer to the user with just one point of contact.
• Liaise with third party support providers where necessary to procure hardware and software.
• Work with the Head of IT Service Delivery to promote and develop the Service Desk service.
• Always maintain effective communication with IT colleagues and our user community.
• Support the local sites with IS support in a remote capacity.
• High quality service in the setup of new IT equipment