Tecnical Support Analyst recruitment
Purpose of role
The Technical Support Analyst will be a member of the Desktop Services Team supporting the sites in Geneva with flexibility to support other sites if required. Responsible for 2nd/3rd Line Desktop services issues in a multi domain environment including Microsoft NT/2000/XP, Active Directory, Office 97/2003, and Exchange 5.5/2003
Core accountabilities
The successful candidate reports directly to the Service Support Manager and is responsible for:
Delivering of the bank desktop service with provision of all workstations and laptops in the region/location as designated
Responsible for 2nd/3rd line incident resolution of the banks standard desktop platform and technology environments
Meeting all SLA's for support calls within designated region/location
Managing of incidents including updating and escalating support calls and managing them through to final resolution
Providing excellent communication and feedback to users and Services Manager regarding the status of outstanding support calls
Maintaining documentation of applications used within company
Providing telephone or remote control support to designated regional offices
Carrying out minor projects allocated to desktop teams
Assisting in the development and upkeep of documentation and procedures for UK Desktop Services
Testing of new software/hardware platforms to comply with company standards
Role requirements
Experience in IT Desktop Services acquired within a financial service environment
Strong knowledge of applicationlandscapes utilised by investment banks
Solid understanding of incident, problem and change management
Proven technical support skills and achievement in delivering desktop support, with particular emphasis on XP, Active Directory, WINS/DNS, Group Policy is vital
Experience with VBshell scripting and automation processes as well as an awareness of governance, compliance and risks policies and procedures is highly desirable.
Excellent command of the English and French languages with strong written communication skills
Academic and professional qualifications
MCP/MCSE qualified would be essential for this role and ITIL Service Management Foundation or other relevant MCP’s or relevant IT certification would be preferable