IT Support Analysts

• Trouble-shooting, diagnosing and resolving issues and closing tickets according to the Incident Management process
• Invoking the major incident process when required and escalating to the relevant authority when necessary. Managing any communication with the business if necessary 
• Handling in timely manner of all business requests recorded as Service Requests in our IT Service Management tool
• Maintaining our IT systems, this may include scheduling update/patches and their deployment
• Providing admin and ad-hoc support to our systems in line with our processes which may require following the Change Management process on case basis
• Providing supports for third party applications which may require liaising with the vendor when and where appropriate
• Documenting and maintaining our Knowledge Management system with all relevant documentation such as IT procedures, knowledge-bases articles and user guides
• Maintaining user security on all systems in line with the Infrastructure and Information security teams’ process
• Undertaking any localised maintenance tasks requested including software upgrades and installation, system configuration and any maintenance required
• Handling of the Problem Management process, from the root cause analysis to any actions required to resolve the problem record
• Identifying potential risk to our systems and escalating to the relevant party for resolution in an efficient and timely manner
• Assisting with the adoption of, and adhere to best practice and any standards that the IT Team and/or the Firm may introduce
• Identifying any potential improvement to our infrastructure and escalating to the relevant team with all relevant information
• Maintain our Asset register for compliance purposes for all hardware and software managed by Information and Technology
• Other ad hoc duties may be required.

To apply for this role, please complete the online application form.
For further information about this position please contact, in confidence, Molly MacKenzie-Williams (Recruitment Assistant) at mmackenzie-williams@kingsleynapley.co.uk

No agencies please