Desktop Support Analyst

Role Overview

We have an exciting opportunity for someone to join us as a Desktop Support Analyst, working in a truly global environment to deliver expert-level IT support and desktop services to our end user community. The role is responsible for ensuring that PC, telephone, mobile device and associated technology are deployed and maintained effectively to enable the business to operate seamlessly. The role provides long term potential for someone eager to demonstrate their skills and experience within the challenging and fast‐paced soft commodities industry.

Business Overview

Established in 1783, ED&F Man is an agricultural commodities merchant with 2,800 people in 43 countries and annual revenue in excess of $8bn. We trade sugar, coffee, molasses, animal feed and fish oils. Corporate responsibility is ingrained in our culture. We are passionate about sustainable production, take care to limit the environmental impact of our operations and actively support the communities in which we work.

Key Accountabilities

• Manage the installation and maintenance of hardware and software including personal workstations, printers, mobile devices, multimedia displays, projectors and video conference system support.
• Deliver excellent level of technical resolutions related to Windows PC/Server, Microsoft 365 apps and mobile devices running on Android and iOS.
• Responsible for monitoring, operating, managing, troubleshooting and restoring to service any terminal service client, personal computers or notebooks that has authorized access to the network.
• Test, plan and supervise the deployment of new operating system releases, vendor patches, commercial software releases and public domain software.
• User account administration, including account creation and management, as well as password resets on active directory.
• Manage the diagnoses and repair of hardware, contacting appropriate service vendors when necessary.
• Recommending solutions to ensure that problems have been corrected and maintain records of work performed.
• Document standardized user processes and procedures for the support knowledge base.
• Asset management of hardware and software inventory.
• Provide support for custom ED&F applications.
• Educate and develop IT skills to meet the requirements of desktop support team, providing assistance and guidance to other members of the team.
• Advanced troubleshooting of PC and user facing issues.
• Willing to learn and support new IT solutions, whenever implemented.
• Other duties as assigned by Supervisor or in Line Manager.

Skills and Experience

• Minimum of 3 years’ experience in a Help Desk, Desktop Support or similar IT support role providing Level 1 and Level 2 support.
• Strong experience supporting Windows desktop operating systems, Microsoft Office and endpoint management tools including patch management, anti-malware and imaging.
• Solid knowledge of PC hardware, software and peripherals, with exposure to Apple Mac devices considered desirable.
• Understanding of Transmission Control and Internet Protocol (TCP/IP) networking principles and general connectivity troubleshooting.
• Experience using remote support tools and service management systems to manage and resolve support tickets.
• Experience supporting iOS and Android mobile devices, with basic knowledge of IP-based telephone systems.
• Strong problem-solving, organisational and multitasking skills with the ability to prioritise work in a fast-paced environment.
• Excellent communication skills with a strong customer service focus and the ability to work independently and within a team. Experience with System Center Configuration (SCCM) is advantageous.
• Relevant IT certifications or equivalent experience preferred; a related degree is advantageous.
• Flexible approach to working hours, including availability outside core business hours when required.

We recognise that talent comes in many forms, and we value potential just as much as experience. If this role excites you but you don’t meet every requirement, we still encourage you to apply.

Our Offer

We provide a fast-paced, stimulating and truly global environment, which will stretch your abilities and channel your talents. We also offer competitive salary and benefits combined with outstanding career development opportunities in one of the global leaders in soft commodity trading.

Our Values

Respect, Integrity, Meritocracy, Client Focus, Entrepreneurship

Our values define who we are. They are the fundamental beliefs that determine our actions and guide our behaviour. They influence the way we communicate and collaborate, and define the way we engage with our clients, partners, and communities. Our values are underpinned by a set of essential behaviours, which form part of our performance management approach. Delivering on our objectives is very much about ‘what’ we do, but these essential behaviours also provide a guide and measure for ‘how’ we do things. Our performance essentials are Take Initiative, Self‐Management, Deliver Results and Collaboration.

Our Commitment

We are committed to creating and sustaining an inclusive and diverse work environment where all employees are treated with dignity and respect. We are committed to promoting equal opportunities in employment and are focussed on actively building and developing diverse teams. All qualified applicants will receive equal treatment without regard to race, colour, sex, gender, age, religion or belief, ethnic or national origin, marital or civil partner status, physical or mental disability, military or veteran status, sexual orientation, gender reassignment (identity, gender expression), genetic information or any characteristic protected by local law.

We are willing to make any reasonable adjustments throughout our recruitment process.