IT Service Desk Technical Analyst

About Us

Proserv is a global controls technology company with a heritage stretching back more than 60 years. We provide industry-leading solutions to improve the reliability, optimise the performance and extend the life of critical infrastructure across the energy sector.

Our team not only has the talent and technological expertise to deliver these transformative goals, but day-to-day, we hold to a clear set of FRESH Proserv values that underpins everything we do around the world.

So, if you believe you not only have the skills and know-how needed for this role, and you are a team player; keen to do things the right way; possess an inquisitive and creative mind; prioritise giving top-quality service and you enjoy helping and collaborating with colleagues or clients – then we really want to hear from you.

What You Need To Know

Responsible for maintaining the company's IT user services and systems, this role is essential to ensuring business continuity. If IT services fail, the impact on the day-to-day operations of the business can be significant.

To prevent this, you will be responsible for investigating, diagnosing, and resolving user-related issues, collecting IT usage statistics, and performing routine configuration and installation of IT solutions.

On a day-to-day basis, you will support colleagues with their IT needs. This will require sharing your knowledge and experience to assist others, including setting up new users in Microsoft 365, and managing user devices, security, and passwords.

Training will be provided on our systems, processes, and how we maintain our service level agreements (SLAs).

What We Are Looking For

Some of the Key Accountabilities:

• Ensure the smooth running of local IT systems, particularly Windows, ERP and Citrix
• Installation of IT hardware and software as required, using existing SCCM tools
• Printer and MFD (multifunction device) management (basic)
• Network and Wi-Fi management (basic), assisting Infrastructure team as required
• Help manage IT spares stock level to reduce hardware down time
• Act as a main point of contact for your region/site, for service desk requests
• Make sure that all incidents and service requests are registered in the service desk
• Maintain accurate IT asset inventory list, and control disposals/recycling to WEEE standard
• Attend online weekly & monthly meetings with IT team, and maintain contact with IT Service Delivery Manager and Director of IT as required
• Be a key IT support role in future IT projects when needed, and complete our Proserv Training Matrix schedule
• Provide basic training to users on software/hardware as necessary, including IT inductions as part of our on-boarding process
• Co-ordinate 3rd line support requests with internal and external parties
• Provide basic procurement services, to procure new IT hardware, software and accessories as required any support site. Includes liaising with site General Managers.
  
  

Qualifications / Skills & Experience

Education

Essential

• Good standard of general education including English and Math’s at GCSE Grade C (or equivalent)
  
  

Preferable

• Should ideally possess an IT related qualifications or Business Studies related qualifications.
• Applicable experience in lieu of Business Studies qualification will be considered
  
  

Experience/Skills

Essential

• Ability to prioritise and respond quickly to requests
• Self-driven with a desire to improve efficiencies and troubleshoot issues
• Work unsupervised, and to take responsibility for effectiveness of own work
• IT or Business-related background
• Ability to troubleshoot basic hardware and software problems
• Strong communication skills and customer service focused
• Ability to absorb and remember processes and procedures
• Be proactive, and work as a team
  
  

Preferable

• 2+ years’ experience in a manufacturing or multi-national office entity
• Experience with Windows, Office 365 and basic networking & software install knowledge
• Experienced use of electronic service desk/support services
• Experienced use of mobile device management platform, such as Intune
• Experience with Active Directory, SCCM and LANSweeper management applications
• Knowledge of managing network devices, such as printers and wireless access points
• Procurement experience, primarily handling with external vendors, and site budgets
• Keen attention to detail
  
  

Why Choose Us

We offer a competitive starting salary with an opportunity to advance, which will be dependent on competency starting level.