Service Desk Administrator

5 months ago

Glasgow, United Kingdom Televerde Full time

Under supervision by the System Administrator, the Security Analyst & Service Desk Administrator II is responsible for the implementation and day-to-day management and continual improvement of the information security management system and acts as the second point of contact for users needing IT Services. The role is to blend and operate an effective governance framework that addresses and meets the requirements of ISO 27001, SOC, and all legal and regulatory requirements including but not limited to the GDPR and Data Protection Act 2018.The SASDAII manages incidents (any contact with IT) from inception to close and performs incident triage, diagnosis, troubleshooting and problem resolution.

**Essential Functions and Responsibilities**
- Building, leading, and managing the information security strategy for the organization.
- Providing information security expertise and guidance to projects and, where appropriate, taking on information security-related project tasks.
- Being the point of contact for all required external bodies
- Manages incidents (any user requesting any service) from inception to close.
- Classifies incidents according to impact and urgency.
- Classifies and routes incidents according to the type of service needed, while remaining the key contact for the incident.
- Tracks performance of IT services alerting managers to breaks in service level agreements.
- Documents and tracks the inventory of software, hardware and network assets owned by the company.
- Inventory and catalog all software media.
- Perform audits of software installed.
- Installs workstation equipment.
- Participates in process improvement workshops to improve Information Services business processes.
- With Network Engineers, maintains security of company’s computer systems.
- Troubleshoot, identify, and resolve database issues.
- Related to stored procedures.
- SQL jobs
- Server issues
- Proficient in writing SQL queries
- Support SharePoint
- Create, develop, and maintain SharePoint sites for internal and campaign sites.
- Manage user permissions defined in Active Directory
- Create network users accounts.
- Create Exchange accounts.

**Qualifications**
- Aptitude and interest in learning computer systems.
- Good communication and interpersonal skills.
- Demonstrated ability to proactively respond to customer inquiries in a timely manner.
- Strong literacy skills required.
- General understanding of how ISO certification applies to Televerde and the individual role.
- Ability to multitask and reprioritize work in a changing business climate.
- Proficient at providing clear and concise technical documentation.

**Education and Experience**
- G.E.D. or high school diploma required. Associates degree preferred.
- 1 Year business experience required; prior help/service desk, or similar experience a plus.
- Call center experience a plus.
- A+ certification a plus. Microsoft Technology Associate (MTA) a plus.
- Prior work experience with ISO 9000, ISO 20000, BS 15000, ITIL/ITSM or MOF a plus.

**Working conditions/ Physical requirements**

This position is performed in an office environment.

Essential physical requirements of this job include:

- Ability to move wrists, hands, and/or fingers in a repetitive motion.
- Ability to continuously stand, walk, reach, kneel, bend, stoop, push/pull computer equipment, and sit.
- Ability to lift from 25 to 50 pounds occasionally.
- Communicating effectively with employees, vendors, and clients.
- Continuously working at a desk and computer screen at least 75% of the time.

Reasonable accommodation may be made to enable individuals to perform the essential duties if needed.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- This job description is not meant to be all-inclusive of the duties and responsibilities of the job and may change at any time without notice._

**_ Televerde provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws._**

**_ This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training._

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