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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.
  • 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.
  • 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.

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
  • 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
  • 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

Preferred:

  • Use of ServiceNow tool
  • Experience in Office365
  • 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)
  • Experience with McAfee security solutions
  • Knowledge of Active Directory
  • Knowledge of Azure
  • Knowledge of and how to trouble-shoot TCP/IP issues

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

 

How to Apply
Interested and qualified candidates should:
Click here to apply


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