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SalaryKCA Deutag encourage all qualified applicants to apply and will not discriminate on the basis of disability, race, gender identity, religion, and more.
We value all our people and their contributions and recognise the benefits we gain from the diversity that exists amongst our teams.
Who We Are Looking For:
Support Analyst
Location - Aberdeen Head Office (50/50 hybrid work schedule)
Work Schedule - 37.5 hours per week
Reporting to the Service Delivery Lead, the Support Analyst is responsible for ensuring that assistance is provided to all geographically located users. They will cover all corporate wide IT locations globally for the provision of 2nd line support, and some 3rd line support activities as necessary, and hands-on desktop support at primary work location.
Responsibilities:
- Respond to requests for assistance with the Group’s software, hardware and telecommunications as required.
- Ensure that systems are managed and maintained as directed by company policy.
- Ensure all Service Requests are logged and maintained accurately in the company Service Desk software.
- Action all allocated Service Requests in a timely manner and in line with agreed Service Level targets.
- 2nd line support to the Service Desk, and cover if required.
- Assist with server administration, 3rd line support, as required.
- Administration of company user security and permissions.
- Perform upgrades of hardware and software environments within group standards.
- Provide cover to line supervision position when applicable.
- Provide a full range of hardware and software desktop support services to all users.
- Perform remote diagnostics and assistance.
- Participating in the department on-call rota as required.
- Involvement in IT procurement.
Key Skills:
- Very strong interpersonal and communication skills
- Ability to prioritise work to meet deadlines
- Ability to multi-task and work in a fast-paced environment
- Ability to support Windows operating system level technical issues.
- Proficient in Microsoft Office / Office 365 products, and wider applications such as Teams, Planner, etc.
- Knowledge and awareness of IT hardware.
Experience:
- Previous support experience at either 1st or 2nd line, including a proven track record of providing support in a client facing environment within recent years
- Previous experience of Active Directory and performing user access changes
- Previous experience of the Microsoft 365 end user platform
Minimum Qualifications:
- Qualification in IT discipline or relevant experience
- Awareness of ITIL, preferred ITIL Foundation
- Certified Microsoft skilling or qualifications preferred
What we offer:
- Compressed Working Week (full-time employees only)
- Hybrid working (for all office staff)
- Bonus - all employees are eligible to participate in a bonus arrangement with % eligibility
- Group Personal Pension Plan
- Group Private Medical Insurance
- Company Sick Pay Scheme
- Annual Leave with an additional holiday on your Birthday (total 33 days annual leave)
- Group Life Insurance
- Group Private Dental Insurance
- Long Term Disability
- Employee Assistance Programme
- Discounted Group Private Medical / Dental Insurance for dependents
- Social Club
