Loading media...

Service Desk Analyst


Job description

Draken Europe offers exciting careers that matter.

We believe that mission success does not start with the mission itself. It begins with our people.

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

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


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

Our employee values

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.

We are also an Armed Forces friendly organisation, and as part of our commitment to the Armed Forces Covenant, welcome applications from veterans and services spouses and partners who met the criteria in our job specifications.

In line with our Disability Confident Commitments, we provide reasonable adjustments to facilitate our interview process, please liaise with us if any reasonable adjustments are required.

Job type