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Cegal Ltd
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Aberdeen, City of Aberdeen
Service Desk Analyst
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Job Type: Full-time |
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Overview
Cegal is looking for a dedicated, self motivated Service Desk Analyst to join our small, friendly, supportive team. Cegal are a leading provider of IT and geoscience solutions to the oil and gas industry, our engineering team provide customers with IT consultancy and solution services. With decades of experience within our team we provide our client base with a high-level of expertise supporting and improving all aspects of the IT estate. Our staff are multi-disciplined with expertise in Microsoft (server & desktop), VMware, Citrix, Active Directory, Azure, Hybrid Cloud, Office 365, Microsoft Exchange & SQL, Networking, Wi-Fi, AVAYA, Cisco, Fortinet, Sophos, Datto, Veeam and automation technologies, HP, Dell, IBM and Cisco hardware as well as geoscience applications. We also further support several of our customers' separate applications and systems. We ensure a consistent level of competence on the service we provide by securing knowledge transfer from seniors to trainees. Utilising a Service Management System, we work in accordance with the ITIL framework when handling requests, incidents, request for change and other related processes. All technicians are ITIL Foundation certified. We aim to help our customers develop business value through technology. With passion, we put our effort into providing World Class Service through a high level of support, and by maintaining a high first-level resolution rate. We provide swift response, a broad competence level and short handling time. Work tasks and responsibilities: Act as single point of contact for phone calls and emails from Cegal customers regarding IT issues and queries Manage service requests, incidents and problems through our Service Management System in adherence to ITIL Processes Provide technical support and advice to all users of desktop services so that operational problems and queries are diagnosed and resolved as quickly as possible Utilisation of proactive management tools for monitoring infrastructure status to ensure maximum endpoint and service availability Monitoring and maintaining scheduled backups for customer sites, across a number of different solutions; primarily; Symantec Backup Exec, Datto Backup, and Veeam Ensuring documentation is accurate Participate in OUT OF HOURS Standby rota as part of the 24 hour service requirement Work with other teams/departments when required Qualifications: Service-oriented and committed Effective communicator Ability to deliver a high level of quality and customer experience Ability to manage multiple tasks simultaneously Cooperative skills Engaged, creative, determined and responsible Be a team player and contribute to knowledge transfer and competence development An automation and standardization mindset Curious and fast learner, particularly with regards to new technologies Good written, oral and interpersonal communication skills Other beneficial qualifications : Knowledge of and experience with ITIL processes Good technical expertise in several disciplines: Microsoft Azure, Azure Active Directory, Hybrid Cloud, Office 365, Cloud services, Windows server, Windows 10, Secret server, Citrix, RDS, Exchange, TCP / IP, WIFI / WLAN and Active Directory Knowledge of Service Desk operations and Service-Now (ITSM tool) Certifications from i.e. ITIL, Microsoft, Citrix, Cisco Formal requirements : Right to work in the UK We can offer: Permanent full-time position Competitive salary depending on experience and skills) and benefits (pension, private health, 33 days leave including bank holidays, travel insurance, death-in-service insurance) Exciting and challenging work within a friendly and supportive environment Career opportunities International environment Location Aberdeen, UK Application deadline ASAP Start as soon as possible.