• Profile
Job Description
  • Support, maintain, troubleshoot and improve on all Group IT client side infrastructure

  • Povide timely, efficient and polite customer service to Group staff within SLAs

  • Assist in technical projects

The Desktop support analyst role is primarily to provide high quality 2nd line support to the banks technology users across all types of infrastucure including desktop and Laptop PC’s, telephones, mobiles and client serving server services and appliances. To troubleshoot and resolve issues with operating systems and desktop applications and to liaise and co-ordinate with other teams within the IT function and external suppliers and vendors.

 

Key responsibilities

  • Investigate and resolve system problems by providing high quality 1st and 2nd line support to business users

  • Take ownership and responsibility of queries, issues and problems and work with vendor support contacts to resolve technical issues within the desktop environment and some server environments across all Group sites

  • Escalate relevant issues to the Infrastructure & Application Support teams as appropriate, within documented SLAs

  • Ensure that local and corporate security standards are implemented and enforced across the network.

  • Support disaster recovery planning and testing including backup technologies and DR site visits

  • Ensure projects are implemented with minimal disruption to business and within projected timescales

  • Produce documentation for all technical systems, documenting changes to the network

  • Develop and maintain quality procedures

  • Source and purchase peripherals and equipment in line with approval procedures and within the IT budget

  • Set up meeting room equipment when required for both internal and external meetings and support events with a technology requirement as required

  • To support the growing business by providing on-call support as required

Key Interfaces

  • IT Team

  • All Business areas across the group

  • 3rd party suppliers

Person Specification

Knowledge & Experience

  • Experience in a busy IT department

  • Financial Services background would be beneficial but not essential

  • Working knowledge of Microsoft Desktop/Server solutions, network technologies, network protocols, security devices and applications and internet infrastructure incl. Active Directory, Exchange and WSUS among others

  • Proven track record of troubleshooting/problem solving skills

Communication Skills

  • Excellent communication skills both written and verbal with colleagues andproviders

  • Ability to communicate effectively at all levels

  • Strong team player but equally able to work unsupervised on own initiative

Core Competencies

  • Problem Solving & Judgment

  • Customer Focus

  • Planning & Reviewing

  • Performance Focus

  • Expert Knowledge

  • Communication & Confidence