IT Support Analyst (2nd/3rd Line) - London

Charles Taylor InsureTech Limited
London (Greater)
12 Nov 2017
16 Nov 2017
Contract Type
Full Time
The Charles Taylor InsureTech team blends hands-on insurance expertise with fresh thinking from the worlds of technology consulting, financial services, ecommerce and beyond. As a newly established business which is part of Charles Taylor Plc, we combine the agility of a start up with the security and scale of a corporate. The result is a pragmatic-yet-pioneering approach that we've used to help clients reimagine central market systems, launch self-service digital insurance products, automate regulatory reporting requirements and more. The role We are looking for an IT support analyst to provide timely and efficient 2nd and 3rd Level support to the organisation's user community in the provision of IT services, delivering this support within agreed service levels. Experience managing senior stakeholders is essential. To perform the configuration, administration, deployment and documentation duties required to help the team maintain the Service Delivery Support operation within the defined processes and framework. Key Responsibilities Respond to assigned requests for IT support and services (including incidents, and service requests) in a timely, polite, and efficient fashion, adhering to the defined SLA timeframes Analyse and resolve assigned 2nd/3rd line support calls at the London offices, other regional offices (nationally and globally), and for remote users. Work with other relevant support workgroups (Infrastructure, Application Support, etc.) to resolve/fulfil incidents, requests and problems Log and track the status of assigned requests for IT support and services, ensuring regular customer updates Provision and deploy new equipment and applications to individuals and groups, following the appropriate processes and ensuring compliance with licensing requirements Provide technical solutions to IT and business requests/requirements, engaging with Business Partners where appropriate Provide the relevant equipment and support for meetings as required by the business, which may be internally or externally based Follow the defined department ITIL processes and procedures, and wider company standards, policies and procedures; providing feedback on processes where improvement opportunities are identified Maintain the hardware inventory to ensure accuracy Perform proactive maintenance on supported systems, ensuring supported offices are visited for IT maintenance on the agreed schedule Provide regular updates to customers, and to the Service Delivery Team lead and Global Service Delivery Manager, on progress with items, escalating issues where a technical or management escalation is required Build positive relationships with users to enhance the level of service provided Positively contribute ideas and feedback to help the team grow and improve; participate actively in team meetings and other activities as required Contribute to project activity, completing assigned tasks as necessary to the designated timescales Required skills Computer Science Degree or Equivalent Several years Desktop Support experience Advanced Active Directory administration (user and group management, adding objects to the domain, etc.) Hardware installation and troubleshooting, including laptops, desktops, telephones, smartphones & tablets, printers, and other peripherals Mandatory active experience with Windows 7 & 10 installation and support Experience in building/imaging software for deploying corporate standard images to standard desktop hardware (preferably SCCM) iPhone configuration, support, and user assistance, including mobile device management solutions such as AirWatch Cisco telephony administration, including setting up phones, hunts groups, etc. Office 365 support (including but not limited to) Exchange Online, Office 2016 application support & troubleshooting, Skype for Business administration (user account creation) and troubleshooting IT Service Management systems; ideally ServiceNow or similar The ideal candidate will have proven experience providing 2nd/3rd line support (including supporting VIPs) and problem resolution for desktop and laptop computers, printers plus other peripheral hardware and software applications on site and managing senior stakeholders. What do we offer ? A competitive basic salary - provided by Dice ACTIVE DIRECTORY, CISCO, COMPUTER SCIENCE, DEGREE, IPHONE, ITIL, MOBILE, SERVICE DELIVERY, SERVICE MANAGEMENT, SLA, WINDOWS, WINDOWS 7