Description
Our client, a European Bank, is recruiting for an ICT Support Analyst.
The role of an ICT Support Analyst is a First Line Support position, providing high quality, effective and professional, Customer focused, services to both internal and external clients. The role also requires that the ICT Support Analyst contribute to the company objectives by ensuring resilient and accurate running of the daily business processes.
Department information
The CIOO Technology Services & EUC department consists of a variety of specialists in Information Technology. The span of the department includes ICT Infrastructure, ICT Service Desk roles and ICT Software Development Roles.
The department operates "Cross Border" to centralise the ICT function of Infrastructure, First & Second line support to the business in a standardised and harmonised approach. This centralisation is not physical as members of the CIOO Technology Services & EUC team are located in multiple offices within NL, UK, DE & FR.
Key result areas;- To collaborate within the central function of Technology services cross border
- To respond to incidents using the predefined incident management process
- To operate and support the ICT environment in accordance with the installation designs and to ensure accurate, complete and successful processing of each day's production process
- To configure and install equipment and software for use within ICT environment as per designs
- To provide a high quality and sensitive technical support service to all end users of the ICT systems and facilities
- To create and maintain documentation of any and all changes to established configurations and procedures that may be required to support the ICT environment, in accordance with established Change Control procedures
- To maintain the ICT environment by performing periodic security checks, in close co-
- operation with the Quality & Control team, general housekeeping and testing tasks, as defined by established procedures
- To ensure the integrity and security of all data held within the ICT environment by ensuring data back-ups are conducted in accordance with established operational procedure and established standards, maintaining complete, accurate, and up-to-date records
- To monitor and review access to the ICT Environment (internal and external), reporting all security violations to the Manager Infrastructure Services & EUC and/or the Director Technical All activities to be conducted in close co-operation with the Quality & Control team
- Where required, to prepare and distribute all production output in accordance with installation standards
- To source and monitor the use of consumable products directly related to the ICT
- environment at a competitive price, and in close co-operation with Quality & Control procurement management
- To promote the efficiency and effectiveness of theICT environment, facilities and resources to all parties within span of contacts
- Attending and taking part in internal and external training courses as required
- Willingness to occasionally work outside of normal business hours as part of local support desk schedule or to support other ICT activities, projects, or countries
- Ability and willingness to work and travel internationally
- Any other duties that may be allocated from time to time by the Director Technology Services or
- ICT Manager Infrastructure Services & EUC
- Higher Level Education
- Experience of working in a multiuser ICT environment preferably in a financial organization
- Verbal and written communication skills
- Knowledge of the ITIL framework and Incident/Change management (TopDesk)
- Knowledge of Agile/Scrum Methodology
- Microsoft Active
- Windows Desktop
- Windows Server
- MS
- Knowledge of Microsoft Exchange Administration
- Knowledge of Citrix Administration
- Knowledge of VMware Administration
- Knowledge of Endpoint protection Software
- Knowledge of Backup Technologies
- Knowledge of Printing Technologies
- Knowledge of Agile working methodologies