Service Delivery Analyst

The primary purpose of this role is to deal with customer IT incidents and requests via telephone, email or onsite visits, providing high-level customer service and solutions in a timely manner. The role involves working in a busy team, providing 24 by 7 support for a global user base.

Requirements

• ServiceNow Global Queue Management – Assign and monitor incidents and requests in the ServiceNow ITSM toolset to meet predefined SLA targets.
• Responsible for providing IT support via telephone, remotely or on-site.
• Incident Management – Facilitate the restoral of IT services quickly and effectively following an incident.
• MS Teams support – Troubleshoot incidents regarding the Microsoft Teams solution.
• Request Management – Deliver on service requests through the request fulfilment process.
• Knowledge Management - Create and share knowledge through effective documentation.
• SOP process adherence – Demonstrate a key understanding of standard operating procedures.
• Hardware Support – Troubleshoot hardware incidents and complete hardware requests.
• Mobile device management – Make key support and administration decisions on the mobile estate through mobile device management tools.
• Smartphone provisioning and support – Support mobile device hardware and software setup.
• Windows device administration – Troubleshoot and manage device security compliance through applications such as Microsoft InTune.
• Joiners, Movers & Leavers – Fulfil remote and onsite laptop provisioning and retrieval where applicable.
• Microsoft Office 365 General Account Administration – Perform administrative account tasks in the Microsoft Office 365 admin portal.
• User Permissions – Update and manage user permissions requests on IT services.
• 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.
• Application Support – Provide first level support for a suite of enterprise solutions.
• Basic technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security.
• IT Procurement – Engage with regional vendors to order approved hardware.
• IT Asset Management – Plan and manage the relationships and attributes of all assets in the IT estate.
• 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.

Benefits

• Competitive salary and benefits package
• Opportunity to work with a global company
• Collaborative and dynamic work environment