Desktop Support Analyst
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To provide 1st and 2nd line Incident/Problem Management support on all BPF systems.
* To make decisions regarding necessary action as a result of the call and ensure the incident/problem is resolved.
* To refer calls to maintenance provider/3rd line support where appropriate and act as liaison point to ensure necessary action is taken.
* To ensure that all concerned parties are informed of "state of play" at all times.
* To abide by Change Management Processes
* To assist in the testing of all new systems developments and modifications.
* To assist in the implementation of any hardware/software related projects.
* To provide user training where required.
* To be responsible for the smooth running and daily/weekly/annual backup of all IT systems.
* To assist in the periodical test of Disaster Recovery.
* To provide assistance to all members of the IT team.
* To be able to prioritize workloads on a daily basis to ensure company service standards are met.
* To carry out any additional duties which the company may require from time to time - particularly the cross training in server, desktop, networks and telephony support.
* To be aware of, and abide by, IT governance/compliance procedures.
If required by IT Service Manager: -
Service Desk Support
* To provide 1st line Incident Management support on all BPF systems.
* To ensure all incidents/problems/changes received by the IT Service desk are logged and distributed as is appropriate.
Person Specification
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Interpersonal - Ability to work both as part of a team and on an individual basis, ability to work under pressure, good communication skills, good interpersonal skills
* Personal - Flexible, organized
* Motivational - Self-motivated, conscientious
* Ownership of tasks through to completeness ensuring regular effective communication is maintained.
Essential
* Suitable experience within the IT industry.
* Good knowledge of PC's and Windows XP, Windows Server 2003, Microsoft Office 2003 and Outlook is required.
Preferable
* Suitable experience within the Finance Industry.
* Some knowledge of Client Access and the IBM AS/400.
* Some knowledge of VOIP Preferably
* Ideally qualified to MCP level or equivalent experience
