Desktop Support Analyst – 12 month FTC

Job description Department Purpose and Structure The Global Service Management team is responsible for shaping and running Allen & Overy’s applications and infrastructure. This includes supporting the applications, infrastructure and devices employed across the business. The Global Service Delivery team is responsible for 3rd line support of all Allen & Overy global infrastructure, devices and applications, assisting regional support teams as required. Global Service Delivery is the support heartbeat, with frequent interaction with and execution of the ITIL disciplines of incident, change, problem, release and capacity management. Role Purpose The Desktop Support Analyst is accountable for supporting and maintaining the following areas: End point / devices – including desktops, laptops, mobile/smart devices (such as iPads), both firm and customer owned. The remit of this team is global and extends to all aspects of 3rd line support relating to the infrastructure and services, independent of location. The role involves: The Desktop Support Analyst will look beyond the desktop, supporting the standards on all customer end point devices – including but not limited to laptops, BlackBerrys, iPads, PlayBook and all associated peripherals. Providing 3rd line support and maintenance in the following areas: Providing 3rd line support for the timely resolution of incidents and problems Executing regular maintenance and monitoring tasks End-to-end ownership of incidents, ensuring accurate and timely updates are maintained through Assyst Accountable for the management and maintenance of systems and services, by ensuring they are fit for purpose and available at all required times. Being recognised as subject matter experts in the technologies supported by the team Keeping within operational targets; for example ‘problem record’ targets; ‘age of incident’ targets; and ‘backup assurance’. Supporting the firm’s environmental goals and initiatives Key Relationships Works with the network of Product Leaders, Product Specialists and Team Leaders to ensure a co- ordinated approach to support, improvements, disaster recovery and security across applications and infrastructure. A close working relationship should be developed with the ITIL Process Management team (including change, release, problem and configuration) Ensure that the technology area is well understood by the Support Assistants Role and Responsibilities Architecture & Technology Planning Understand the relevant technology standards and roadmaps Application and Infrastructure Support Works with the Team Leader to ensure effective, seamless support for end users Maintain appropriate documentation (including knowledge bases containing known issues /workarounds and support handbooks) for effective 3rd line support Service Delivery Diagnose all incidents/problems escalated to 3rd line support and identify root cause and actions required to maintain or improve service levels Develop implementation plans for dealing with requests for change; evaluate risks to the integrity of the service inherent in proposed implementations; seek authority for those activities; and undertake review of effectiveness of change implementation. Define and deliver continuous improvement programmes, in conjunction with the Team Leader, so that, where applicable, systems deliver a improved performance to the business. Build and Implementation Provide specialist guidance information to the Support, Systems Testing and Quality Assurance functions Monitor effectiveness of installation and ensures that appropriate recommendations for change are made Ensure that documentation and training materials are created and are suitable Ensure the correct implementation of standards and procedures Supplier Management Ensure that supplier performance is fed back to the Team Leader Risk Management Refer to domain experts for guidance on specialised areas of risk, such as architecture and environment. Take part in audits and risk assessments as directed by the Global Application and Security Manager. Participate in disaster recovery rehearsals to prove their effectiveness. Quality, Methods & Tools Strive for improvements to processes by suggesting changes in approach and use of industry best practices, typically using recognised models including ISO27001. Provide advice to management on ways of improving the effectiveness and efficiency of their control mechanisms. Key requirements Business Competencies Strong organisational skills with a proven track record in a challenging support department. Commitment to rapidly resolve incidents using a logical and structured approach to problem solving. Ability to make sound decisions under pressure. Strong commitment to excellent customer service. Commercial acumen, including an understanding of the overall picture of IT service costs and how IT adds value to the business. An enthusiasm and passion for technology. The ability to promote technology within the firm, using business friendly language Personal credibility, highly self motivated, self-starter, who will undertake all activities to the highest professional standards Excellent communication skills, both orally and written. Ability to operate within a wider team where there may be ambiguity and conflicting priorities. Ability to develop good working relationships across the breadth of the IT function and effectively share knowledge between individuals and teams to contribute to overall effectiveness of project and service improvement work. Experience of working in a global environment across international locations with an appreciation of multiple cultures. Knowledge Technical expert within this discipline and excellent all-round technologist. Detailed practical knowledge of the operation and maintenance of IT infrastructure and services within a Microsoft technology environment. Microsoft Windows Server 2003/2008 Microsoft Windows XP & Windows 10 Expected to have a solid understanding of all technologies used by A&O and business working practices. Experience Minimum 5 years IT experience with at least 2 years experience in a 3rd line role supporting a number of the technologies listed in this job description. Experience working within the professional services sector with an appreciation of the demands placed on support teams by the business. Experience of working in an ITIL environment Qualifications Qualifications – ideally the candidate should have the following or equivalent: Minimum A level standard education or equivalent MCSE, MCTS Windows 10, MCP Windows XP preferred ITIL Foundation – preferred