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IT Support Analyst

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Kent

16d ago

  • Job
    Full-time
    Entry Level
  • Customer Relations
    IT & Cybersecurity

AI generated summary

  • You need an HND in computing or equivalent, cloud and Office365 knowledge, IT Help Desk experience, strong L1 support skills, and excellent communication. ITIL certification is preferred.
  • You will provide IT support, resolve incidents, manage requests, track assets, troubleshoot issues, maintain documentation, and communicate effectively with end-users and teams.

Requirements

  • HND in a computing subject or higher, suitable professional qualifications or experience will be considered.
  • Understanding and knowledge about cloud computing and concepts, as well as Office365 / M365 (Azure, Sharepoint, OneDrive, Exchange Online etc.), IaaS, SaaS, DaaS, PaaS etc..
  • Knowledge about supporting Engineering Applications (Autodesk, Bentley, Primavera etc.), Productivity applications (Foxit, Docusign, Adobe applications etc.) and other standard applications / software.
  • Experience in IT Help Desk/Service Desk role.
  • Strong Infrastructure (L1 support and configuration) support expertise and exposure (systems, network, user end computing devices).
  • Business Applications ( L1 configuration & support).
  • Windows Operating systems.
  • Understanding of Cloud Technologies.
  • Office365 (Teams, Sharepoint, MS Office Suite).
  • Active Directory, Exchange Online/On-Premise.
  • IT Ticketing Systems (IT Service Management – ITSM Tool) based on ITIL v3 framework.
  • Computer, Printer, IT Peripherals, Smart Devices (smartphone, tablet etc.)
  • Preferred:
  • ITIL v3/4 Foundation.
  • MCDST (Microsoft Certified Desktop Support Technician).
  • MCP.
  • Other relevant certifications.
  • IT Ticketing System (Servicedesk, ServiceNow, Freshservice.
  • Communication:
  • Excellent oral and written communication skills.
  • Must be fluent in English (fluency in other local language where Kentech Group operates will be an advantage).
  • Behaviour/ Core Competencies:
  • Must be a team-player, should have ability to work in a team-oriented, collaborative environment
  • Strong problem-solving skills and positive attitude to complete given tasks & problems.
  • HSSEQ:
  • The Employee shall observe the Health, Safety, Sustainability, Environment and Quality rules of the Company; it’s clients and the governing authorities of the host country.

Responsibilities

  • Strong and solid IT Support / Service Desk experience, password reset, helpdesk role providing IT related service to end users on a variety of issues. Identifies, researches, and resolves technical problems.
  • Provide accurate Incident resolution and Service Request management, within established Service Level Agreement (SLA) and Operating Level Agreement (OLA) time frames, KPI’s (key performance index), meeting or exceeding customer’s requirements and expectations. Customer complaints are fully addressed and escalated when required
  • Incidents and Service Requests are managed effectively; ensuring information is captured in the IT Service Management Tool for future reference and analysis, in line with ITIL principles.
  • Contribute to the effective management of assets. All movement and acquisition of assets are tracked in the Asset Management Tool for compliance and audits.
  • Consistently demonstrating clear and polite written and verbal communication skills alongside being comfortable in an end-user facing technical role requiring solid technical capability.
  • Thoroughly investigating end-users issues, interacting with internal teams, as well as external 3rd parties and escalating the cases appropriately as and when needed.
  • Actively seeking solutions to end-user needs, communicating trends to management, and suggesting innovative solutions on behalf of the end-user.
  • Demonstrating appropriate sense of urgency for response time and service levels.
  • Creating and maintaining FAQ documents as needed to be uploaded on the centralize Knowledge Base.
  • Identifying, troubleshooting, and resolving end user facing IT issues, document problems and solutions.
  • Participating in workgroups, voice of the customer and continuous improvement projects.
  • Providing end-user service through phone, e-mail and/or face-to-face meetings.
  • Tracking outbound and inbound communication (phone, email and chat support).
  • Installs and test desktop software applications and internet browsers.
  • Tests computers to ensure proper functioning of computer systems.
  • Extends computer support for systems’ software and hardware.
  • Resolves escalated tickets from Kent’s main ITSM (IT Service Management) ticketing tool.
  • Achieves specified performance goals.
  • Oversees and update assigned support service requests.
  • Handles daily technical support activities on desktop and application support.
  • Setup desktop computers and peripherals physically and test network connections. May require some physical hardware lifting and organizational skills.
  • Assists end users in providing L1 support related to computer hardware, software and business applications.
  • Strong adherence to policies as per corporate manuals, standards and directives.
  • Setup computers and install software for various applications and programs.
  • Interacts with staff on desktop problems and their resolution.
  • Networks and connect computers within organization to better communication.
  • Orders or buy computer systems, peripherals, software/application, and technology related requirements and liaise with purchase and supplies department.
  • Maintains computer peripheral devices like printers and resolve associated problems.
  • Warranty, maintenance agreement & contract management for all of technology owned hardware, systems etc.
  • Facilitate ad-hoc requests (SIM card request and subscription, Telco related, travel to other locations where Kentech operates for support, etc.)
  • Log in to servers and assure that there were to error messages.
  • Checks ticket queue to assure proper response to tickets.
  • Checks events or automated alerts that can pose operational impact to business and log on the ITSM tool.
  • Other programming and documentation projects as required.
  • Other duties as assigned and modified at manager’s discretion.

FAQs

What is the location for the IT Support Analyst position?

The IT Support Analyst position is based in Woking.

What are the working hours for this role?

The successful candidate is expected to attend the office 5 days per week.

Is this position entry-level?

Yes, this role is considered an entry-level position.

What is the main focus of the IT Support Analyst role?

The main focus of the IT Support Analyst role is to provide support to Kent employees, with a key emphasis on customer service for internal users globally.

What kind of support will the IT Support Analyst provide?

The IT Support Analyst will provide timely, accurate, and professional support by responding to employee queries and resolving their IT issues, primarily through online and phone communication.

What methodologies does the IT Support Analyst role follow?

This role will adhere to ITIL, ITSM, and ITAM practices, ensuring effective incident and service request management.

Are there any specific technologies or standards that the candidate should be familiar with?

Yes, candidates should have familiarity with technologies such as Netskope, Crowdstrike, Data Loss Prevention (DLP), and CIS benchmarks, among others.

What qualifications are preferred for this position?

Preferred qualifications include ITIL v3/4 Foundation, MCDST (Microsoft Certified Desktop Support Technician), and other relevant certifications.

Is fluency in English required for this role?

Yes, excellent oral and written communication skills in English are required; fluency in other local languages where Kentech Group operates is an advantage.

Does the position require teamwork?

Yes, the ideal candidate must be a team player and should be able to work in a collaborative environment.

What type of support does the role provide for documents and applications?

The IT Support Analyst assists end users with support related to computer hardware, software, business applications, and creates and maintains FAQ documents for the knowledge base.

Are there opportunities for personal and professional development within the company?

Yes, the company celebrates and supports the growth and development of its employees through various projects and initiatives.

Is Kent committed to diversity and inclusion?

Yes, Kent actively promotes diversity and inclusion and is committed to creating a culture where all employees feel a sense of belonging.

Is there flexibility in the job role to perform other tasks?

Yes, the employee may be required to perform other ad-hoc tasks as needed, within the scope of their skills and capabilities.

What are the company's views on Health, Safety, Sustainability, Environment, and Quality (HSSEQ)?

Employees are expected to observe the HSSEQ rules of the company, clients, and governing authorities of the host country.

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Kent

The Energy Within

Engineering & Construction
Industry
10,001+
Employees
1994
Founded Year

Mission & Purpose

We design, build and maintain the assets that power the world for today and make it future-ready for tomorrow. ​​From consulting to design, build, commissioning and start-up through to maintenance and decommissioning. It is our ambition to become the global leader in integrated energy services. ​We’re more than prepared to meet the challenges of our industry today. We’re also future-ready – for new and innovative energy solutions in more locations, and across more disciplines than ever before. ​We’re large enough to offer every skill and capability. Small enough to be agile and make decisions on the ground, right where they’re needed. ​​That helps us put our clients at the top of their game. And puts us at the top of ours.