Service Delivery Analyst at Control Risks Nigeria

Control Risks exists to make our clients succeed. We are a specialist risk consultancy that helps to create secure, compliant and resilient organisations in an age of ever-changing risk.

We are recruiting to fill the position below:

Job Title: Service Delivery Analyst

Location: Lagos, Nigeria
Category: Digital Technology Solutions (Regional)

Description

• The purpose of this role is to deal with customer IT requests via telephone, email or onsite visits. The emphasis is on providing a high level of customer service and a solution in a timely manner that meets the needs of our users and the department’s objectives.
• The role involves working in a busy team and would ideally suit someone with experience of working within a Technical role with good customer care, problem-solving and listening skills.

Responsibilities

• Responsible for providing IT support via the telephone, remotely or on-site.
• Basic technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security.
• Joiners, Movers & Leavers – Fulfil laptop provisioning and retrieval where applicable.
• User Permissioning – Update and manage user permissions requests on IT services.
• Smartphone provisioning and support – Procure and support mobile device hardware and software setup.
• Incident Management – Facilitate the restoral of IT services quickly and effectively following an incident.
• Request Management – Deliver on service requests through the request fulfilment process.
• Knowledge Management - Article Creation – Create and share knowledge through effective documentation.
• Hardware Support – Troubleshoot hardware incidents and complete hardware requests.
• IT Procurement – Engage with regional vendors to order approved hardware.
• IT Asset Management – Plan and manage the relationships and attributes of all of assets in the IT estate.
• Application Support – Provide first level support for a suite of enterprise solutions.
• Audio / Visual support – Participate in the setup and repair of audio-visual solutions.
• Mobile device management – Make key support and administration decisions on the mobile estate through mobile device management tools.
• SOP process knowledge – Demonstrate a key understanding of standard operating procedures.
• O365 General Account Administration – Perform administrative account tasks in the Microsoft Office 365 admin portal.
• 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.
• McAfee EPO end point administration – Troubleshoot and manage device security compliance through the McAfee ePolicy Orchestrator.
• MS Teams support – Troubleshoot incidents regarding the Microsoft Teams solution.
• 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.
• ServiceNow Global queue management – Assign and monitor incidents and requests in the ServiceNow system to meet predefined the SLA targets.
• Responsible for continuous feedback to the IT Service Delivery Manager to improve IT services.
• Responsible for filling out weekly timesheets to account for work performed.

Requirements

• Microsoft Windows 10
• Microsoft Office365 package
• Installing the OS (Operating System) on machines
• Able to add a printer onto a server
• Able to adjust screen settings / Desktop settings such as resolution
• Able to set up a dual monitor/docking station
• Strong knowledge of utilising MS Office in a day-to-day environment
• Can troubleshoot common MS Office errors
• Can repair/ reinstall the MS Office suite of applications.
• Basic remote access solution implementation and support: VPN, InTune and other tools.
• Trouble-shooting hardware on laptops, desktops & printers
• Active Directory
• Can create and maintain user account / Distribution List
• Handheld devices / Mobile phone support
• MS System Center Configuration Manager (SCCM)
• How to deploy an image to a PC
• How to add a PC to a collection to install software
• Experience of Cisco Systems
• Knowledge of HP Manageable Switches
• Experience of Networking
• Experience of Servers systems (Beginner/ Intermediate)
• Experience with Network towers and nano stations

Preferred:

• Use of ServiceNow tool
• Experience in Office365
• Experience with McAfee security solutions
• Knowledge of Active Directory
• Knowledge of Azure
• Knowledge of and how to trouble-shoot TCP/IP issues
• Knowledge of and how to trouble-shoot DHCP issues
• Use of Monitoring Tools
• Use of ERP application experience (AXM D365, SAP, Oracle, CRM, Salesforce)
• Basic Database understanding – SQL, Access, MySQL, MSSQL
• Knowledge of Power BI, Power Apps, Power Automate (Flow)

Benefits

• Control Risks offers a competitively positioned compensation and benefits package that is transparent and summarised in the full job offer.
• We operate a discretionary global bonus scheme that incentivises, and rewards individuals based on company and individual performance.
• Control Risks supports hybrid working arrangements, wherever possible, that emphasise the value of in-person time together - in the office and with our clients - while continuing to support flexible and remote working

Application Closing Date
Not Specified.