Ver1 - TJ

Job Role: / 2nd Line Support Technical Analyst
Department: / IT
Responsible To: / 2nd Line Team Manager

Job Purpose

To effectively increase stakeholder value through commitment to driving efficiency and improving our customers’ experience through the provisioning and management of IT Services and solutions.

Main Duties

  • Technical delivery – to prioritise, schedule and deliver a quality helpdesk service for the various supported services and systems following the submission (by our business users) of helpdesks.
  • Quality of service - achieving outstanding levels of customer satisfaction through the delivery of value based services and the prompt and effective handling of any helpdesk requests.
  • User relationship management – achieving customer satisfaction by identifying potential helpdesk issues before they occur, and promptly engaging with customers to keep them informed of request progress.
  • Service Improvement – To ensure that continual service improvement is always at the forefront of all elements of 2nd line support and the processes that surround them.
  • Vendor/Supplier management – To be responsible for specified IT Supplier relationships relating to key service providers (SAM Services, etc).
  • Ownership/Responsibility – to be personally responsible for pre defined Services provided through and supported by IT. e.g. housekeeping tasks, stock auditing, disposal and asset tracking.
  • OLA management - ensuring that the service line(s) meet the OLA (Operational Level Agreement) within the team – which in turn underpins the achievement of the SLA (Service Level Agreement).
  • Production process management - ensuring that all processes are carried out effectively - paying particular attention to those that directly impact the service to the customer, such as helpdesk requests.
  • Production transition/transformation management – ensuring that we meet customer defined delivery timescales (e.g. for service go live dates, etc).

This is not a full definition of the role but covers the main aspects and drivers for success.

Behavioural Competencies

Communication

  • Ensure that all communication is clear and appropriate for its intended audience.
  • Able to communicate with employee’s of all levels including senior management.

Solutions Driven

  • Focus on providing solutions to problems.
  • Continually look for ways to improve the service being provided.

Challenging

  • Be prepared to challenge the status quo and make suggestions for improvement.
  • Be willing to voice an opinion on all matters whilst being receptive to feedback.

Team Work

  • Take a proactive lead in creating a supportive team environment.
  • Readily be available to help support the team.

Time Management

  • Well organised and able to prioritise tasks.
  • Able to manage workload correctly with little supervision.

Experience and Qualifications Required

Desirable:

  • Commercially aware.
  • Relationship building skills and client facing experience.
  • Proven experience of working to SLA’s and OLA’s.
  • Strong Organisational skills.
  • Experience of stock/asset management and budget control.
  • Experience of vendor/supplier management.

Essential:

  • Excellent communications skills, both oral and written.
  • Experience in the configuration and management of:
  • Desktop & laptop Computer Systems - Group policy, OS build and deployment
  • Active directory
  • SAM Services
  • Application packaging, deployment and patching
  • Windows technologies (Windows Client software and applications)
  • Nortel IP Telephony (CS1000), creation and configuration
  • VoIP technologies
  • A sound understanding of the legislation that surrounds the retirement and disposal of IT equipment.
  • Experience of audit processes from an IT technical perspective.
  • Technical and Project Management experience.
  • A good understanding of business processes, including audit from a technical perspective.
  • A proven ability to evaluate and prioritise work schedules according to business risk and priorities.

2nd Line Support Technical AnalystITJanuary 2014