Platform Analyst

We have an exciting new role within a public sector, looking for an experience platform analyst to join their lovely team of professionals.
Position Overview
- Investigate and analyse IT operational under performance and the root cause and ensure recommendations are evaluated and implemented.
- Ensure delivery of a high-quality user experience, including fit for purpose systems, and high standards of access, availability, usability, usefulness and excellent standards of service.
- Build effective working relationships with:

- ICT colleagues/suppliers to ensure there is a coordinated and integrated operational support to contractual and legislative responsibilities across ICT service delivery.
- Ensure the safe and reliable running of all ICT systems, to maintain consistent high quality data network including WIFI.
- Develop effective working relationships with all relevant stakeholders both internally (with a client focus for internal departments) and externally (with Suppliers /Government bodies/agencies).
- Troubleshoot problems and offer appropriate advice to users, ensuring any unresolved issues are reported to the manager
- Visit various sites within the Harrow Borough to troubleshoot and investigate IT related issues.

**Responsibilities**:

- Update calls on the call management system.
- Ensure all jobs are passed to the correct team members as appropriate.
- Ensure all required information is gathered and recorded in a clear and concise manner.
- Monitor client systems as required, and proactively respond to, and record any issues identified.
- Assist the relevant Manager with the provision of prompt and effective technical support, through resolution of incidents and service requests in line with agreed service agreements, ensuring mínimal disruption / loss of service.
- Follow agreed procedures to receive and log requests for network support from the service desk and users.
- Promptly allocate calls which require to be escalated to more senior colleagues, as appropriate.
- Escalate requests to systems development colleagues or software suppliers.
- Support operational network services across multi-vendor products and platforms; including support of Meraki & Fortinet VPN services.
Day to day Support of Active Directory including delete and creating roles/ groups
- Sound experience of delivering a quality, proactive and customer-focussed administration service preferably in an ICT environment.
- Knowledge, awareness and understanding of the public sector, including understanding the key drivers for change.
- Experience of using different IT systems and databases & support of Active Directory.
- Experience of trouble shooting network related issues including VPN technology.
- Demonstrable ability to build effective working relationships.
- Good interpersonal skills - ability to inspire confidence in client teams and provide an efficient and client centred interface.
- Good communication skills (verbal and written).
- Good organisational skills with good attention to detail - able to collate order and disseminate data reliably and efficiently.
- Resourceful and pragmatic problem-solving skills.
- Ability to demonstrate resilience - e.g., in face of customers/management pressure and when facing demanding workloads.
- Good planning and organisational skills - able to effectively plan and handle own workload with conflicting priorities as well as maintain and balance customer focus.
- Able to work flexibly and adapt to changing needs.
- Able to work on own initiative and self-motivate.
- Able to work as a team player and contribute to the broader ICT agenda.
- A positive, proactive manner with excellent customer service skills, and experience of following procedures and guidelines.
- Proficient at using a range of IT software.
- Excellent verbal and written communication skills.
- Self
- initiative and the drive to provide great customer service.
- A basic understanding of IT systems (servers, networks and printing devices).
- A committed and can-do attitude.
- Able to work to tight deadlines in line with a Service Level Agreement environment.
- Good organisational skills with good attention to detail - able to collate order and disseminate data reliably and efficiently.
- Strong analytical skills and the ability to work effectively on your own and in a team environment.
- Clean driving license and access to a car is essential for travelling between our core sites.