Service Desk Analyst

Company Profile - Established in 1978, NES Fircroft is an award-winning staffing specialist that supplies technical and engineering experts (“we collar”) to Oil and Gas, Power, Construction & Infrastructure, Life Sciences, Manufacturing, Chemical, Mining, Automotive and IT sectors worldwide on an international basis. We’re a highly experienced team of over 2000 professionals made up of recruitment consultants and support staff spanning 58 offices worldwide. We work with top candidates to ensure that we can offer a full range of staffing solutions to our clients, complemented by industry-leading support services.

Roles and responsibilities -

Key Responsibilities

• Daily use of the IT ticketing system to manage 1st line support tasks.
• Day to day housekeeping of all systems within the business
• General hardware maintenance
• Assist in the roll out and effective implementation of IT policy and procedure
• Maintain a professional, tidy work environment.
• Responsible for onboarding and offboarding of staff on NESGT systems

Technical requirements

• Microsoft Office suite 2010/2013/2016/2019/365
• Windows OS Win10/11
• WAN – A basic understanding of Cisco/Sonic Firewalls/DMZ zones
• LAN - core networking, Cat5e cabling (patch panels), managed switches, telephony
• Microsoft updates, Back-up Software/understanding
• Knowledge of power shell/command line
• General printer maintenance/set up
• Good knowledge of iOS and mobile phone support

Experience

• Strong ability to work to policy and maintain confidentiality.
• Ability to work to tight deadlines
• Support remote offices outside local time zone and outside core working hours.
• Management of 3rd party vendors
• Experience of remote access
• Experience of working within a helpdesk role

Person Specification

• Ability to follow and communicate clear instructions.
• Good communication and written presentation skills
• Attention to detail
• Methodical
• Reliability, enthusiasm and the ability to engage easily with stakeholders
• Flexible, "finisher/completer" able to work in a small tight team
• Confident and able to communicate with non-technical customers and colleagues.
• Resourceful, energetic and enthusiastic, prepared to go the "extra mile"
• Self-motivated and driven to achieve professional success in a very busy environment
• Ability to work well under pressure, both as part of the team and on own initiative

Essential Criteria

• Intermediate understanding of IT
• Good command of the English language

Desirable Criteria

• Another Language
• Knowledge of payroll systems
• Comptia A+ / Google IT Support Cert
• MCSA/Azure

Key Performance Indicators

To be agreed by Line manager upon commencement of employment