IT Support Analyst

About you:

Join us. Unleash your energy within.

If you have world-class ambitions to reach the stars while keeping your feet on the ground, we’re the team for you. We've created a new breed of company – future-focused with reimagined ambition across all disciplines within the energy sector.

We love people who know their own potential and are not afraid to use it. We know that together, we’re far more than the sum of our parts. So, we celebrate people who want to grow and develop as we work together on some of the largest projects on the energy world stage.

Our purpose and beliefs:

As Kent, we’re tackling the greatest challenge of our time - to bring our world the energy it needs in the most responsible way ever imagined.

It’s the energy of every member of our team driven by our beliefs that is making this happen. Whatever our skill, our language, or our culture. These beliefs define and direct us every day to be the very best - for ourselves, our clients, our key stakeholders, the communities we operate in and the planet:

We PLAY BIG

We thrive on EMOTIONAL AGILITY

We Are FANATICAL ABOUT PERFORMANCE

We are built on INFINITE THINKING

Read more about the Purpose, Beliefs and Guiding Principles that drive us: https://kentplc.com/who-we-are/purpose-beliefs

Our vision for Diversity, Inclusion and Belonging:

We recognise that diversity & inclusion are catalysts for success. We’re heightening awareness on the benefits of people diversity, diversity of experiences and diversity of our perspectives. Creating a culture of inclusivity where all employees feel a sense of belonging.

Our combined energy is fueled by different nationalities, across 6 continents and 24 countries. Our commitment is to celebrate character – no matter what ethnic background, gender, age, religion, identity, or disability.

About the job:

Kent is looking for an IT Support Analyst to be based in Aberdeen. This role is an entry level position and the successful candidate is expected to attend their contracted office 5 days per week.

The IT Support Analyst reporting to Regional Service Desk Supervisor UK/Europe, provides support to Kent employees with a key focus on customer service (internal users) globally where Kent operates. The role will deliver timely, accurate and professional support to employees by responding to their queries and resolving their issues. In a fun and fast-paced environment, this position requires online and phone communication, providing them with effective solutions.

This role demands flexibility depending on the workload status. The company utilizes many cloud services, so an appreciation and experience of cloud computing concepts is very important. The role will have to follow ITIL, ITSM and ITAM practices including responding to incidents and service requests.

Skills & 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.
  
  

In addition to the core responsibilities, the ideal candidate should possess familiarity with the following technologies and standards:

• Netskope.
• Crowdstrike.
• Data Loss Prevention (DLP).
• Network Access Control (NAC).
• Center for Internet Security (CIS) benchmarks.
• ISO 27001 standards and practices.
  
  

In addition to the responsibilities listed herein, the employee may be required to perform other ad-hoc tasks as needed or directed by the supervisor or management. These tasks will be within the reasonable scope of the employee's skills, capabilities, and role within the organization. The intent of this provision is to allow for flexibility and adaptability in meeting the dynamic needs of the organization, ensuring that operational requirements can be met efficiently. All such tasks will be assigned considering the employee's current workload and with respect to their professional development.

Your knowledge/skills, education, and experience:

Knowledge/ Qualification/ Training/ Certification:

• 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.

We are committed to our diverse and inclusive community - a place where we can all be ourselves, thrive and develop. From day one, we offer a range of family friendly, inclusive employment policies, flexible working arrangements, and employee networks to support staff from different backgrounds.

As an Equal Opportunities Employer, we value applications from all backgrounds, cultures, and abilities.

We’re a disability-friendly employer and can make adjustments to support you to perform at your best during the recruitment process. Please contact us confidentially at [email protected] to find out how we can support you.