Job Description

Based

: Reading

Department:

ICT Service Desk Operations

Reporting to

: Service Desk Team Leader

Contract

: Permanent


The Service Desk Analyst - Security Analyst (2nd line) role is to support the stable operation of clients Infrastructure and Applications with a specific focus on IT Security. Providing 2nd line support to all employees and companies that fall under a Managed Service Contract.

Details for the role:

Main tasks and responsibilities
Interrogation of the Service Desk ticketing system throughout the day to provide effective responses and resolutions to queries or incidents. Ensuring that raised tickets are responded to within SLA timescales. Responding to calls or e-mails on the service desk, adhering to strict Service Level Agreements for fault resolutions and service requests completions. Provide customer service to internal and external customers to ensure a consistent experience. Adopt a proactive approach towards all client activities.

Day to day incident management and proactive monitoring of IT Security Systems and associated platforms and components

Coordinate small teams delivering security related work packages in line with the company process to meet customer and business requirements.

Document and report on work completed to ensure security compliance with customer and company procedures

. Escalate issues in line with company processes to ensure customer demands are met. Evaluate escalations and action appropriately to ensure customer demands are met. Able to adapt quickly to dynamic team environments to maintain consistent effective contribution. Act in accordance with our information security policies and report any potential or actual Security events or other Security risks to the operation.

Support Service Desk team to ensure IT Platforms are security hardened to latest best practice and review planned changes that impact security.

Carry out installations and configurations of end user workstation hardware, software, networked peripheral devices, cabling, and networking hardware and software products.

Support end user workstation hardware, software, networked peripheral devices, cabling, and networking hardware and software products by testing, maintaining, monitoring, and troubleshooting in order to determine source of computer problems (hardware, software, user access, etc.)

Conduct updates of technical documents and knowledge base to ensure that any changes to set up, location or configuration of kit is logged in a timely and appropriate manner, where any additional hardware or software is included within the network component inventory. Prepare, maintain, and adhere to procedures for logging, reporting, and statistically monitoring network data as directed. Adhere to business continuity and disaster recovery plans, and maintain current knowledge of plan executables. Respond to emergency network outages in accordance with business continuity and disaster recovery plans. Perform system backups and recovery with all systems in line with the backup policy as directed.

Administer and maintain end user accounts, permissions, and access rights as directed by change requests from the Service Desk and in line with the Network Security Policy.

Manage and support ISO, Cyber Security Essentials and other accreditations aligned with security objectives.

Manage and support security patching consider both internal and external requirements.

Creating and reviewing security related service desk processes and procedures. Identify own development needs in line with business objectives and direction of security requirements Act as a role model for colleagues regarding technical and behavioral competencies. Carries out other tasks as directed by line manager.
Knowledge, Experience & Skills
+ Previously worked on an IT technical environment. + Understanding of ITIL Practices
+

5+ Desktop, Networking, Server or application support experience.

+ Excellent oral and written communication skills.
+ Good numeracy skills.
+ Ability to prioritize work under pressure and strict deadlines.
+ Ability to communicate and advise technical/service information to different levels.
+ Good general overall technical understanding of all new security technologies.
+ General Support and Operations and how security decisions impact the business
+ WAN/LAN/Networking skill sets
+ Microsoft/VMWare/Cloud technologies
+ Good understanding of PC hardware, Microsoft operating systems and networking.
+ Proven experience in IT desktop, application and server support environment
+ Uses information systems, technology functions and applications in line with IT industry standards.
+ Demonstrates awareness of health and safety at work.
+

Firewall and network security configuration

+

AV, Patch Management, Endpoint Protection and EDR technologies, Crowd strike preferred.

Certifications

Has attained or currently working towards any 3 of these:

SC-200,

CCFA, AZ-500, CEH, CISA,

CompTIA Security+

What we can offer you

Salary (Competitive) 25 days holiday (All statutory bank holidays relevant to regional country) - 1 extra day after 5 years. Part time employees is a pro rata equivalent. The ability to Buy and Sell holiday (up to 5 days per year) A Volunteer Day Life Assurance (4 x base salary) Pension Scheme - A total contribution of 8% - 5% Employer and 3% Employee. Company sick pay (1 week after 6-month probationary period in first year, 4 weeks in years 2-3, 8 weeks in years 4-5 and 13 weeks from year 6 onwards) Employee Assistance Programme Coaching and Mentoring Cycle2Work Scheme - salary sacrifice scheme to purchase bikes at a discount Access to additional discounts / perks EyeCare - Access to money off for glasses and sight test Electric Car Scheme - Open to all eligible employees to benefit from getting an Electric Vehicle Via Salary Sacrifice Flu Jab Eligibility for Costco Membership
Competencies and Key success factors

Proactively managing the security landscape for our customers both internally and externally

Familiarity with ISO 27001, Cyber Essentials, Azure Cloud Platform, Mimecast,

Microsoft defender,

Fortinet Platforms (FortiAnalyzer).

EDR: CrowdStrike, Microsoft Defender for Endpoint

SIEM: Microsoft Sentinel, CrowdStrike Next-Gen SIEM

Ensure Department/Contract meets SLA performance targets. Improve and maintain customer experience, satisfaction and retention. Ensure compliance of recommended customer and company policies. Ability to support delivery of projects with chosen technologies.

Keep skills up to date with the IT Industry and security landscape and cascade to others on the desk as required.

Requirement to pass security vetting BS7858
Our Values
The values that underpin the Kyocera Group are the 5 C's- Communication, Courage, Commitment, Cooperation and Consciousness. It is our firm belief that employees should live by these values and we would expect that you should show your commitment to these values by carrying out your work fairly and honourably, respecting people, our work as a business, and both our local and global community.


Application details
Your application should include the job title in which you are ing in the subject matter and have a copy of your CV attached.