The Technical Services Analyst will be responsible for the day-to-day management, support and maintenance of elements of the firm’s global IT systems and infrastructure.The main focus of this role is to ensure that the firm's infrastructure is available to our end users and maintained in a controlled and consistent manner following the appropriate change management process.Other duties involve investigating and resolving escalated incidents in a timely fashion and assisting with skills transfer across all teams.The Technical Services Analyst will work with other colleagues to ensure that systems and services are developed and delivered to improve the end-user experience, result in improved and enhanced functionality, offer greater options for mobility and are delivered with minimal disruption to the firm.
Duties and responsibilities
·Maintain and support key systems and services including servers, storage, laptop, desktop, tablets, and mobile devices as well as all user software including Office, Document production tools, time management etc.
·Provide in-depth expertise in a number of key business application areas – see technical section below for details.
·Provide 3rd line support to the Service Desk for our full software portfolio liaising with 3rd party support vendors when necessary to provide a root cause fix.
·Providing out-of-hours cover for technical escalations, including weekends and bank holidays.
·Progress all calls in a timely fashion keeping the end users up to date at all times
·Take ownership of incidents and identify and address problem trends.
·Progress all incidents in a timely manner, keeping colleagues up-to-date at all times.
·Take ownership of security incidents and identify and address problem trends.
·Assess upgrades and alternative technologies for the firm's software, systems and infrastructure where necessary.
·Ensure that the firm's IT security policy is respected and enforced.
·Remain abreast of Operational technologies, systems & services and provide thought leadership in designated technology areas.
·Assist with maintaining key vendor relationships and tendering for new suppliers when necessary.
·Continually look to improve skills and performance.
·Produce, update and maintain system documentation for the firm's applications and systems.
·Work closely with all members of the IT department to provide a complete and cohesive IT service to our customers.
·Ensure all relevant administration is completed on time and to a high standard.
·Any other ad hoc duties as and when required.
Key skills and experience required
·Experience of working in an ITIL operational process environment and ideally ITIL certified at practitioner level or equivalent. Well-developed troubleshooting skills.
·Well-developed troubleshooting skills.
·Strong interpersonal and communication skills.
·A good understanding of working with the business to align IT solutions with business needs.
·Ability to work on own initiative and as part of a team.
·Professional manner with the ability to work under pressure and prioritise effectively.
·Dedicated and hard working.
·Experience with configuring and troubleshooting Windows Server 2008/2012/2016.
·Active Directory management e.g. user account management, group policy management.
·Expertise with FileSite, WorkSite filing server and Idol indexing server.The candidate should have managed a global filesite environment and have knowledge of all the components and SQL infrastructure.
·In depth experience of installing and maintaining SQL 2005, SQL 2008 and SQL 2012. The candidate should have a minimum of 4 years’ experience working with these technologies and be able to demonstrate experience of best practice guides.
·Experience of managing, maintaining time recording systems (DTE / Timebuilder) and working with finance and third parties to resolve issues.
·In depth experience of mobile technology including smartphone and tablet selection, mobile device management suite (Airwatch and BUEM ), and standardisation of iOS, Android and Blackberry devices.
·Experience of managing, maintaining a secure print management solution including following me printing and cost capture.
·In depth experience of managing and deploying desktop images, applications, updates and patches via SCCM, WDS and WSUS.
·Experience of managing, maintaining and administering Exchange 2013.