Title:Technical Support Analyst |
Hours:The Technical Support team operates between 08:00 and 18:00 (37.5 hours week) The post-holder may be required to work morning or evening overtime whenever required by the demands of the business (mainly to cover leave and to assist in the implementation of new systems and initiatives, or otherwise when work demands). In addition, the team provides after hours and week-end support on a rota basis: Out of hours support (on call - rota): Monday - Friday: from 6:00pm to 9:00pm, Saturday: from 9:00am to 4:00pm, Sunday: from 10:00am to 3:00pm |
Working week:Monday - Friday |
Department:Information & Technology |
Purpose of job:Acting as the first point of contact for our all firm members, providing technical support and issue resolution in a collaborative and dynamic team environment. |
• 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.
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