Senior Technical Support Analyst

2 months ago

London, United Kingdom Bridge Recruitment UK Ltd Full time

**SENIOR TECHNICAL SUPPORT ANALYST**

**LONDON**

**CIRCA £55000**

Provide 1st Line Support for all IT services provided by the Bank to all of its users.

Provide 2nd line support for all Desktop and Telephony Services.

Liaise with internal departments and external IT vendors, to deliver 1st/2nd Line Support, management of IT incidents/requests until closure where possible but if needed handoff to 3rd line support for more complex incidents and problems associated to allIT services

Effectively manage workload and appropriately record progress for assigned projects, support and other initiatives within the IT department

Participate in, configure, and assist with automated deployments of desktop patches, software and anti-virus solutions

Efficiently carry out the start of day and end of day procedures for the Banks systems

Ensure all support is completed within the agreed SLA and champion all IT policies and procedures to ensure all users adhere to them

Ensure knowledge base documents are created and updated when required

Escalate all potential P1 & P2 incidents to IT leadership Assist IT leadership in selecting most appropriate vendors for IT services Assist IT leadership in evaluating new technological advances with a view to appropriate use within the Banks infrastructure

Assist the IT leadership in further automating the IT landscape

Assist with hardening of the desktop end to end environment from a security perspective Support hours to be covered from 0700 to 2100 (four shift patterns to be covered)

**REQUIRED QUALIFICATIONS AND EXPERIENCE**

Strong hand-on understanding and configuration knowledge of Windows 10, Office 2016 and Office/365

Understanding on Azure Cloud concepts including administration in Azure AD.

Good understanding of IT infrastructure and solutions in a banking environment

Good understanding of automation products such as Desktop Central, MimeCast, Cloud Web Proxies

Experience in automated virus image deployments and rollouts of desktop patching

Good understanding of Microsoft Security products such as AppLocker and BitLocker Experience in Cloud Telephony and other SAAS solutions

Good knowledge and experience of contingency planning and business recovery

Good written and oral communication skills

Ability to convey complex information with due consideration for the audience(s)

Good understanding of ITIL principles and the ability to use them in different scenarios Ideally have some experience using the Banks IT support tools such Desktop Central, Manage Engine.

This is an ideal opportunity to join an International Bank in the City who are seeking an expansion to their internal team. They offer potential for personal cevelopment within the Bank as well as long term career prospects.

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