IT Service Desk Analyst
2 days ago
JOB TITLE
IT Service Desk Analyst
DEPARTMENT
IT
MAIN PURPOSE OF JOB AND OBJECTIVES
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
Provide first line IT technical support to associates, in terms of hardware, software, and operational problems
KEY DUTIES
First line IT technical support: general support of users on the Windows/Linux network
Actively communicate with users through Terumo Aortic Service Desk system to keep them up to date on their support requests.
Prioritizing and/or escalation of tickets
Build, deploy, configure, troubleshoot, and fix computers for end users.
Maintain end user hardware I software as required, including mobile/desktop phones, printers, barcode scanners, laptops, desktop PCs.
Maintain inventory of end user hardware / software in Terumo Aortic asset management systems
Create and maintain documentation and SOPs for 1st line IT technical support processes.
General network administration
Liaise with external technical support where problems cannot be resolved in house.
Ad-hoc projects as and when required.
Other IT technical support tasks resulting from IT Road Map
COMPANY
REQUIREMENTS
Must work within requirements of company handbook and policy statements
Note: Company Handbook, Policy Statement and Authorisation of Limits do not form part of the quality system
QUALITY
REQUIREMENTS
- Maintain awareness of the relevance and importance of activities performed and how they contribute to the achievement of quality objectives
- Always Work within the QMS, ensure accurate completion of records and highlight issues to immediate supervisor any issues affecting quality
- Responsible to ensure facility, processes and documentation always remain in a state of audit readiness
EH&S REQUIREMENTS
- Take care of your own health and safety and that of others who may
- be affected by your actions
- Work co-operatively to highlight issues affecting Environmental Health and Safety
QUALIFICATIONS & EXPERIENCE
- Experience of Service Desk/desktop support in a Windows environment
- Windows Server, Active Directory Network Administration
- Exchange Server, MS Office 365 services skills and experience
- Microsoft Certification, SQL Server, Linux, Network troubleshooting (TCP/IP, LAN, WAN etc.), O365, Ivanti ITSM, firewalls/ VPN would be desirable.
- ERP experience would be an advantage, SAP in particular
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