IT Service Desk Analyst

We are looking for a ServiceDesk Analyst able to provide first and second line support to our Portugal manufacturing site (Sousel) and further support the Global IT ServiceDesk. Working with Rayner IT colleagues globally, the individual will be responsible for the following:

Duties 

*        Manage ServiceDesk – monitoring the queue of tickets for Portugal employees with priority being the Sousel manufacturing site - responding, resolving and communicating with end users as required

*        Deployment of new laptops and IT equipment for new starters to Rayner IT standards

*        On-site ‘in person’ support to resolve IT issues across the Sousel site

*        Liaise with on-site Engineering colleagues to identify and resolve technical issues across manufacturing and facilities

*        Automate software installations and updates to Rayner employees, following global software standards

*        Identity and access management – user account creation and modifications

Your key responsibilities will be:

*        Manage the ServiceDesk for Sousel employees

*        Resolution of ServiceDesk tickets within agreed SLAs

*        First line support for Sousel-based employees

*        Remote support for employees at other sites, in agreed prioritization with Global ServiceDesk Team

*        Maintaining Company standards for software / application deployments

*        Managing procurement of IT equipment in line with Company standards

*        Advising the user community on correct and secure usage of IT equipment and systems

*        Ensuring security measures for IT systems are monitored and maintained

*        Working closely with global IT colleagues, contribute to the on-going development of the IT function in Rayner

Skills Required:

*        ServiceDesk support and administration – Rayner use Jira

*        Windows Desktop Administration – MS365 / Azure environment

*        Active Directory and Group Policy Management

*        Windows Imaging Administration and Management (Intune and AutoPilot)

*        Remote support (via BeyondTrust)

*        Software Automation, Deployment and Patching

*        Inventory Management

*        Office 365/Azure AD Administration for account management

*        Architecture and Infrastructure Support (Network Layer understanding - Minimally Layers 1-4)

*        Basic hardware repair (laptop/desktops)

Desirable, but not essential:

*        Identity Provider Administration & Management

*        MS Defender and Sentinel security products

*        MS365

*        SharePoint / Teams

*        Mobile Device Management tools