• Application Deadline:
• Position: Service Delivery Analyst


• Job Type Full Time


• Qualification BA/BSc/HND


• Experience


• Location Lagos


• Job Field ICT / Computer 
  

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