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)
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