Senior Technical Service Analyst

Posted 17 February 2023
Salary Competitive
Job type Permanent
DisciplineBusiness Support
Contact NameBethany Evans

Job description

Senior Technical Service Analyst
Location: Farringdon, London (onsite)
Salary: up to £40,000

Overall, Purpose of Role:
Reporting to the Global Technical Services Manager, support the Tech Services Department to further the vision and goal by providing outstanding Tech service to all staff across all sites and locations in the UK and overseas.

Primary Responsibilities:
  • Ensure that all IT Support queries are logged in the IT Service Management tool, and they are prioritised and resolved according to the agreed SLA.
  • Support the Tech Services function and ensure that it provides a proactive efficient and mature service to the organisation globally.
  • Be able to offer support and advice around issues raised and ensure that incidents and requests are effectively managed.
  • Ensure that the Tech Services team follows the IT Change Management Process and uncontrolled/unauthorised changes are not carried out.
  • Take ownership for knowledge management, promote knowledge sharing and ensure that documentation is captured and updated regularly in line with implemented changes.
  • As the Senior Technical Services Analyst, you will support the wider team and be a reference and escalation point for process guidance and technical needs.
  • Support the Global tech services manager to ensure knowledge is shared and issues are triaged both in and between Tech departments
  • Pro-actively engage in internal and external audit programmes and ensure remediation activities are completed in a timely manner.
  • Provide desktop and system support to all staff.
  • Work to ITIL and industry standards in meeting the internal Service Level Agreement and supporting the continual improvement of the Tech Services function.
  • Work closely with the Technical Services Engineers, Development and Application Support Teams as well as third party service providers as required.
  • Administer the Avaya telephone system.
  • Follow company policies processes and procedures to maintain our ISO:27001 (Information Security), ISO:22301 (Business Continuity), ISO:9001 (QMS) and PCI (Payment Card Protection) accreditations. Ensure that audit requirements are met, and remediation activities are promptly carried out.
  • Promote knowledge sharing and ensure that documentation is captured and updated regularly in line with implemented changes.
  • Ensure that the asset management system is up-to-date, accurate and relevant always
  • Process new starters, staff changes and leavers in accordance with documented user lifecycle procedures.
  • Perform designated daily, weekly, and monthly operational checks in order to maintain maximum system availability to all users.
  • Ensure that Stock is tracked and replenished as required.
  • Administer Active Directory and ensure that its structure and integrity is maintained.
  • Assist with home installs, provide support at remote/client sites, and develop self-help guides and documentation for the support portal.
  • Administer mobile devices and company mobile device management platform
Knowledge, Skills and Experience
  • Strong team player, keen to support peers and open to learn from anyone, regardless of seniority.
  • Able to analyse and resolve issues under pressure.
  • Courteous, proactive, and able to work with a diverse user base with varying degrees of technical understanding.
  • Customer centric and empathetic with the ability to anticipate user needs.
  • Friendly and confident with excellent communication skills to engage stakeholders at all levels.
  • To be able to manage and progress assigned projects to successful completion
  • Commercial understanding with the ability to prioritise incidents and requests
  • Demonstrates leadership skills, take responsibility, delivery against SLA’s and providing exceptional customer service.
  • Lead by example, keen to support and mentor peers while open to learn from them at the same time
  • Maturity and confidence, with excellent communication skills to engage stakeholders at all levels.
  • Communicate effectively within the team and work closely with the Global Tech Services Manager in order to drive service improvements forward.
  • Demonstrate commercial understanding with the ability to prioritise, analyse and resolve incidents and requests under pressure.
  • Basic understanding of security best practices and ability to articulate this to end users.
Essential technical skills and experience:
  • Windows 10/ Windows 11
  • Avaya telephony
  • Active Directory administration /Azure AD
  • Microsoft Exchange
  • Microsoft Teams
  • Office 365
  • Remote Desktop Services
  • Windows Server 2012 – 2016
  • Aware of ITIL processes incl. Incident and Problem Management, Change Management and Continual Service Improvement
  • Desktop / Laptop builds using imaging tools / SCCM

For more information please apply!