Service Desk Analyst

JOB SUMMARY

A large part of the role is to establish and develop internal client relationships and build on the well-established reputation of Oak’s technology function as an approachable, efficient, and knowledgeable team who meets and exceed expectations.  This role is pivotal to business success. 

The role is part of a small team and requires the post holder to work individually and collaboratively within the team, across the business and with our offices in other jurisdictions.  In addition to providing a range of IT administrative tasks the post holder may be required to carry out other related tasks such as functional testing and end user training.  

KEY RESPONSIBILITES 

      Providing first line technical support and dealing with enquires via phone, e-mail and face to face in a timely and efficient manner

      Recording and updating of support tickets for all reported issues

      Liaising with senior members of the internal technical team and the group’s technology partners to resolve issues where assistance is required

      Creation and maintenance of appropriate documentation and knowledge base articles for all supported applications and technologies

      Administration of user account creation, amendments and deletions for business applications and infrastructure

      Daily system security checks and reviews

      Assist with the process of reviewing, implementing and testing new software and/or upgrades

      Meeting deadlines as directed by or applicable business units

      Installation activities such as new equipment deployment and application packaging and rollout

      Working in accordance with Company policies and procedures

      Conducting any other associated duties as maybe required from time to time

      Completing any other duties as may be required from time to time in accordance with the requirements of the role, team and evolving nature of the function

      In all aspects of your role, display and adhere to our vision and values of Client Focus, Excellence in Execution, Integrity, Innovation, Value, Development and Leadership

KEY COMPETENCIES & SKILLS

      Minimum 3 years’ experience in a Service Desk role.

      Exceptional IT skills, including expertise in Microsoft 365 productivity and management tools

      Higher Education Certificate

      Degree in IT/Technology would be beneficial but not essential

      Has a genuine interest in Technology and a positive attitude.

      Can communicate effectively - both verbally and in writing with clients and colleagues

      Has an enquiring mind, being able to question, research, apply and share learning

      Has developed excellent organisational skills and meets deadlines

      Understands the importance of consistently delivering high standards in a customer service role

      Applies a flexible attitude to working hours and team needs

KEY BUSINESS PARTNERS

      All internal Teams

      Various external application vendors