Job Title: 2nd Line IT Support Analyst
Shift Rota - Working on a shift rotation basis covering the following hours:
* Mon - Fri between hours of 7.20am to 21.10pm
* Sat 8.20am to 19.40pm
* Sun 8.20am to 18.30pm
Please note these hours are flexible dependant on future business requirements.
A bit about us:
We're part of a global bank and are proud to be a Top Employer UK, providing a great place to work in an open and inclusive environment.
We're here to provide simple and straightforward consumer finance solutions and we work with many well-known retailers and brands to help their customers finance their purchases in a responsible way.
We care about making a positive impact for our colleagues, customers, partners and the wider community. That's why we live by our values of we're positive, we're brave and we own it.
To support the IT Service Desk Team with the resolution of more complex and technical issues, taking the lead and ownership of any major IT projects or fixes that require implementing on the desk. Take responsibility for ensuring all documentation is provided and accurate along with training and Knowledge share within the team. Be proactive in highlighting and implementing Service Improvements within the desk as well as collaboration with other areas of IT.
Provide regular and clear communication and updates to the IT Service Desk and Support Manager whilst delivering tasks within required timescales.
Management of IT Projects and Tasks: Take ownership of end to end delivery of all major IT projects or implementations and produce a project plan and maintain it by monitoring project or work stream activities to the plan, taking corrective actions if necessary where the overall
Provide technical expertise: Provide assistance and solutions to resolve incidents and problems effectively and permanently. Respond promptly to urgent problems, especially SEV 1s. Manage problems in line with documented Incident Management procedure
Provision and support of underlying infrastructure: Desktop Services - To implement, support and maintain the delivery of desktop services to support the needs of the business. This must be in line with agreed builds, standards, and architecture and service levels.
Third party and Essential Supplier Management: Gather requirements. Ascertain and document requirements. (this may be from end users or within the IT department) Propose appropriate solutions
Skills & Attributes:
* Excellent phone manner
* Passion for customer service
* Flexible and creative
* Organised and thorough
* Administration of Active Directory and Group Policies.
* Creating technical reference material including documentation of software installation and configuration processes.
* Create documentation, support and informal training to Service Desk personal so they have the necessary knowledge to support new services.
* Experience in a senior service desk technician role, supporting customers in a fast-moving, technically reliant environment
* Experience in installing, supporting and administering MS back office products and server/desktop operating systems.
* Basic networking skills
Could this be you?
We believe it's a positive attitude and passion to make things happen that matters most.
What's in it for you?
As well as working for a Top Employer UK 2022 and being part of a team that changes customers lives, there are some excellent benefits too including - a competitive salary, a contributory pension scheme, plus life insurance and private medical insurance, not to mention the all-important 25 days holiday each year to enjoy. There are also perks which give you fantastic discounts off eating out, cinema tickets, days out and much more. There are also monthly awards with plenty of opportunities to win vouchers and prizes.
Equal Opportunities Disclaimer
We promote equality of opportunity and is committed to ensure that no individual is discriminated against on the grounds of age, disability, gender reassignment, marriage or civil partnership status, pregnancy and maternity, race, religion or belief, sex or sexual orientation.
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