IT Service Desk Analyst

Job Introduction

SCS IT Team is responsible for managing cloud-based services and on-site facilities for about 2000 users. Our services are SaaS by Construction related solution providers, and our effort is towards ensuring business requirements and service levels are met; aligned to collaborative delivery of technology solutions.

We are looking at enhancing our capability and performance by onboarding a hands-on Support Service desk resource looking after the first line support for IT core services (O365 administration, Onboarding, Offboarding, Exchange etcetera) and support with other construction specific systems and projects as and when required (adequate training will be provided). The role is process and information driven and will be leveraged by the current ITSM system and the relevant application business owners.

Role Responsibility

• Understanding, and administering the SCS JV Office 365 tenant, including user administration, Azure active directory, exchange administration including user mail boxes, whitelisting, blacklisting, share mail boxes and resource mail boxes.
• Responsible for the creation of Office 365 Groups, including mail enabled security groups and email distribution groups.
• Responsible for level 1 support, including incident management and the restoration of service to the SCS JV user base.
• Responsible for the end to end JML (Joiner’s, Mover’s and Leaver’s) process, including the onboarding and offboarding of SCS staff and the Supply Chain.
• An understanding of Sharepoint, and MS Teams, and the relevant permission structures around the use of both tools.
• Responsible for the request fulfilment of service requests within the SCS JV.
• Understanding of and assistance to the Change management process.
• Authoring of documentation/training material for both IT and business and input into the knowledge management process.
• Ability to travel to the various SCS JV sites as and when required.
• Troubleshooting parent company support tasks as and when required.

The Ideal Candidate

• Experience with Microsoft365 administration.
• At least 3 years experience within an IT Service desk.
• Experience working within IT support for the construction industry preferable.
• ITIL V3 foundation preferable, or experience with ITIL Transition, Incident management and Change management disciplines.
• Experience with direct printing.
• Ability to work independently without much supervision.
• Team player.
• Ability to think laterally and outside of the box to find solutions.
• Ability to liaise with people on both a technical and non-technical level
• Good communication and outstanding customer service skills
• Ability to be dynamic, self-motivated and work on own using own initiative is essential

SCS Railways