job description - User Technology Analyst
In this role you will:
- Provide second and third-line technical support to multiple teams across different locations, specializing in application software and hardware troubleshooting.
- Support regional and global workforce both on-site and remotely by utilizing diagnostic tools, extensive troubleshooting, and targeted questioning to effectively identify and resolve technical issues.
- Field a high volume of end user calls received through various channels (email, Teams, walk-up, phone), ensuring accurate and consistent logging and updating of all incidents and requests.
- Deliver clear communication and instruction to users, guiding them through IT-related problems and solutions.
- Resolve incidents within Operations Level Agreement (OLA) and Service Level Agreement (SLA) timeframes.
- Maintain the technical knowledge base by creating, editing, and publishing articles to confluence for future use.
- Escalate unresolved issues to appropriate internal teams while taking ownership of tickets and driving them to resolution.
- Keep incidents, service requests and problems up to date with all relevant information on an ongoing basis.
- Continuously and consistently update users with status information regarding their tickets, ensuring effective follow-up.
- Conduct post-resolution follow-ups with users to ensure their IT systems are fully functional, meets their needs, and efficiently manage multiple open issues simultaneously.
- Liaise with external data providers and vendors to ensure resolution of incidents and problems.
- Manage IT supplies, including headsets, monitors, desktops, laptops, and mobile devices, while maintaining and updated asset register.
- Cultivate positive customer support experience and build strong relationships with stakeholders throughout the organisation.
- Provide after-hours and on-call support on a rotational basis, ensuring consistent availability for urgent technical assistance.
- Adhere to support standards, policies, and procedures.
- Share knowledge, ideas, and best practices with other team members.
- Maintain and protect confidentiality with regards to all aspects of caller information.
- Educate and encourage users to utilize self-service and automation tools for efficient issue resolution.
- Install, configure, test, and roll out of PCs, laptops, tablets, mobile phones, and printers.
- Process a practical mindset while following established processes and procedures.
- Ensure end to end fulfilment of processes related to new starters, leavers, and transfers, including IT orientation on their first day.
You should consider applying if you have:
- A minimum of 3-5 years of experience working in IT support.
- A relevant degree specialising in IT is highly desirable.
- Hold certifications or relevant experience in A+, N+ and areas such as Microsoft Office 365, Windows10/11, Azure, Intune, OneDrive, SharePoint, and Teams.
- Proficiency with Mimecast, anti-virus software, Citrix, Microsoft Office 365, MDM technologies like Microsoft Intune and cloud technologies such as OneDrive for Business.
- Proficiency in installation of market applications such as Bloomberg, FactSet and ThinkFolio.
- Strong background in scripting, including experience with automation of tasks using PowerShell or SCCM.
- Proficiency in patch and vulnerability management solutions advantageous.
- Proficiency in Service Now or similar ITSM toolset.
- Ability to work independently and collaborate effectively within a team and possess a tech-enabled mindset.
Some of the attributes we look for in a person are:
- The ability to build and maintain meaningful relationships.
- The ability to ‘approach and own’ and continuously looks for opportunities to develop.
- Ability to recognise and embrace change.
- Ability to analyse, interpret and assimilate information.
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We are an independent, active global asset manager,the firm offers distinctive active strategies across equities, fixed income, multi-asset and alternatives to institutions, advisors, and individuals.