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Do you enjoy troubleshooting, installation, local application support, testing, maintenance, documentation, and support of all user's systems and software locally? I have an exciting opportunity for you !!

Generally, the role is responsible for full oversight of all application and service incidents, requests, problems and complaints for UK Branch (and subsidiaries where within remit). The Senior Support Management Analyst will have a direct relationship with central support services and be involved in IT initiatives as part of the overall local and central IT strategies.

The successful candidate should have proven experience of a customer facing environment and an understanding of the service/customer relationship and the pressures this involves. Experience in receiving problem calls and taking considered actions to get them resolved within the appropriate Service Level Agreement time.

The IT Support Analyst has the following responsibilities:

• To collaborate with the central support function, whilst managing local support


• To respond to incidents using the predefined incident management process and liaises with users to ensure fast and satisfactory problems resolution.


• Analyses and resolves problems when they arise providing details of the resolution in ServiceNow


• Provide high quality support and advice for end user platforms including O365 and any local applications


• Maintains system/application procedures and process documentation, where applicable


• Proactively looks for way to automate and improve services and implement solutions.


• Investigates and develops methods for performance optimisation and the prevention of recurring problems.


• Provides Remote Support


• Tests and implements upgrades to hardware and applications following standard procedures


• Escalates problems to NL IT / third-party support when necessary - acting as a point of contact.


• Ensures all system and application changes are approved in accordance with established central Change Control procedures


• Follow Joiners, Movers and Leavers process for equipment set up, updates and all access control and ensure general housekeeping (maintaining up to date records), as defined by established procedures


• To ensure the integrity and security of all data and equipment held within company environment and report all security violations to the BISO


• Ensures all systems are not vulnerable ensure antivirus/vulnerability patching is up to date.


• Provides support for systems relating to Internet access and security.


• Ensure maintenance of IT Services at hosted sites (whether on or offsite)


• Maintain market data infrastructure Bloomberg via the Netherlands and local installations and ensure we are compliant and regulations are adhered to


• Develops automated housekeeping and alerting tasks to reduce the need for manual intervention.


• Attending and taking part in knowledge share and centrally coordinated information sessions.


• Ability and willingness to work and travel to other offices, and internationally


• Willingness and occasionally work outside of normal business hours as part of local support desk or to support other IT activities, projects or offices.


• Has good understanding of networks and network connectivity issues


• Has excellent customer services skills


• Ability to liaise with 3rd party suppliers/support


• Any other duties that may be allocated from time to time by the Head of IT, UK.

KNOWLEDGE AND EXPERIENCE

• Knowledge of ITIL framework and Incident/Change management, qualifications preferred


• Proven experience working in IT


• Excellent analytical and communications/written skills (verbal/written).


• Strong inter-personal skills.


• Experience of working in a regulated and/or financial industry


• Ability to work in a team environment.


• Excellent customer service skills.


• Excellent written skills for reporting and business case preparation


• Demonstrates a strong personal commitment to customer needs and corporate objectives.


• Proven ability to work well under pressure and to multiple deadlines, practical thinker.


• Telephone and reporting skills are required especially when liaising with third party support to achieve problem resolution.


• Change management - adheres to correct procedures to ensure that any changes are carried out successfully.


• Problem management - liaises with relevant parties to achieve a resolution.


• Project management - experience of managing or working on projects.


• Good knowledge of access control


• Knowledge of Office365 suite, VPN and connectivity tooling, Windows Desktop OS, Endpoint protection software, Printing technologies, Agile working methodologies


• Experience of App-Virtualisation and cloud technologies


• In-depth knowledge of SCCM application deployment software.


• In-depth knowledge of Print Server


• Knowledge of Wintel systems (Servers and preferably desktops).


• Understanding of and adherence to Change control procedures.


• Knowledge of Market Data and Trader Support including Bloomberg


• Good HP/Dell hardware knowledge

• Desirable employment experience / skills

• Proven restore/backup knowledge


• Knowledge of business application support.


• Knowledge of Automation (Monitoring and Management).


• Knowledge of Financial Services.

If you possess the qualities of being driven, determined, and committed to aiding the business in achieving its strategic goals, we encourage you to apply for this excellent opportunity without delay.