Back Office Support Analyst

6 days ago

Johannesburg, South Africa Control Risks Full time

The IT Support Analyst provides day-to-day setup, delivery, trouble-shooting and problem-solving for new employees and leaving employees. Additionally, this role will support permissions setup and modifications for existing employees.

Accountabilities:

- Fulfil the complete setup of new joiners, movers, and leavers across the organisation.
- Ensure that the appropriate levels of security are maintained while enabling users to complete their work effectively.
- Update and manage user permissions requests on IT services.
- Update all stakeholders on progress throughout the duration of each request.
- Ensure the highest overall user experience is provided when dealing with requests.
- Identify pain points and recommend improvements to the working processes and procedures.
- Provide management with service management reporting by extracting data from the ITSM toolset

**Requirements**:

- At least 1 years’ experience in a service desk environment / support role
- Experience with Active Directory
- Remote access / VPN setup
- Office 365 User Administration
- Office 365 Exchange Administration
- Office 365 Teams/Skype Administration
- Windows Server network folder sharing
- Office 365 SharePoint and SharePoint Server
- MS CRM
- MS Dynamics AX 2009
- Multi Factor Authentication (MFA)
- Competent at using Microsoft Excel
- Has worked with ITSM toolsets, preferably Service Now
- Excellent written and verbal communication skills
- ITIL knowledge / certification would be advantageous
- Ability to multi-task in a fast-paced diversified environment
- Superior organisational skills
- Excellent interpersonal skills
- Ability to work with remote employees within a global team
- Enthusiastic, motivated, innovative, proactive, willing, flexible and conscientious
- Solution-oriented and with a positive ‘can-do’ attitude
- A high level of integrity and discretion
- Ability to multi-task and prioritize
- Willingness to learn and develop new skills
- Actively seek input from appropriate stakeholders to improve services
- Takes responsibility to analyse the situation to provide and/or escalate the solution
- Shows initiative in work, contributing to new solutions or ways of doing things
- Determines or knows field of own decision making; knows when to escalate
- Is clear, commits and delivers on what is required in the role and strives to exceed expectations
- Shows drive and determination to achieve high standards
- Uses own knowledge and experience to make sounds judgements
- Works with colleagues in a co-operative and supportive manner to achieve joint aims
- Seeks information, considers the regional and global implications of what we do in our own areas of responsibility
- Is comfortable with change, adapts well to changing demands and maintains a positive personal style

**Benefits**
- Control Risks offers a competitively positioned compensation and benefits package that is transparent and summarised in the full job offer.
- We operate a discretionary global bonus scheme that incentivises, and rewards individuals based on company and individual performance.
- Control Risks supports hybrid working arrangements, wherever possible, that emphasise the value of in-person time together - in the office and with our clients - while continuing to support flexible and remote working

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