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The IT Support Analyst is responsible for service management and providing high quality, effective and professional, customer focused, services to UK Branch and business lines/units that fall within its service management remit. The role requires that the IT Support Analyst is responsible for trouble-shooting, installation, local application support, testing, maintenance, documentation, support of all users systems and software locally. 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.

Required employment experience / skills

• 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.

Robert Walters Operations Limited is an employment business and employment agency and welcomes applications from all candidates