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Service Desk Analyst


Job description

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.

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