IT Service Delivery Analyst

Description

OVERALL PURPOSE

The role coordinates and provides end-user IT support from an appointed office to the whole SF Group.

WORKING RELATIONSHIPS

Works within the IT Service Delivery Team and reports to the IT Service Delivery Manager.

Key Responsibilities

OVERALL PURPOSE

The role coordinates and provides end-user IT support from an appointed office to the whole SF Group.

WORKING RELATIONSHIPS

Works within the IT Service Delivery Team and reports to the IT Service Delivery Manager.

Principal Elements And Accountabilities

Responsible for and leading by example in daily Service Delivery Team operations

Ensures on-site support 5 days a week for the appointed office.

Ensures support for end-user issues, takes a lead role in user request triage.

End-user support including all IT systems and equipment such as network servers, pcs and laptops, telephone equipment, security systems, copiers, scanners, printers, network cabling and mobile devices.

Provide support in the installation and upgrade of new/existing hardware, software and systems.

Perform regular security audits in line with Company policies and regulatory framework.

Protect the integrity of IT systems by minimizing the possibility of intentional damage and controlling access through agreed security systems and standards.

Participate in end-user training.

Monitor and maintain IT systems (troubleshooting).

Maintain IT validated documents and asset inventory.

Help ensure Group IT policy is adhered to.

Assist with testing disaster recovery plans, document disaster recovery tests and help resolve any issues.

Flexible approach to working hours: infrequently requiring shift hours or on-call support.

Qualifications And Experience

Post school qualification or apprenticeship.

Relevant qualification or experience in IT.

Proven experience of a minimum of 3 years supporting IT systems and Microsoft Core Technologies (Windows server, Exchange, Active Directory, MS Office, O365, InTune, etc.)

Proven relevant experience in supporting Citrix, XENAPP and other network protocols (DNS, DHCP, LDAP).

Knowledge of Microsoft Core Technologies: Windows server, Exchange, Active Directory, MS Office, etc.

Knowledge of mail filtering products, communication and collaboration tools, video conferencing, backup and replication tools, protection tools, virtualization basics, and networking.

Technical competency with desktop hardware and configuration (Printers, scanners, copiers, etc.).

Competencies, Skills And Behaviours

Fluent in English, both written and spoken, other languages are an advantage.

Offers mentorship and guidance to immediate and wider team, especially more junior colleagues.

Ability to train users and co-workers one-to-one and in groups.

Team player with strong adherence to risk culture.

Excellent communication skills, written and verbal, both in the team and the wider organization.

Education Level Degree or Equivalent

Experience Level Mid Level