Service Support Analyst

12month FTC

Based onsite in Aylesbury

Reporting to: Service Delivery Manager

Salary: up to £40K pending experience

Hours: 35 hrs per week (9am-5pm)

Role Purpose:

This role will sit within an existing team of 4, including the line manager, providing support whilst the Company works

through it’s Cloud migration project.

This candidate will be focused on managing the relationship with the third party whose remit it is to build and fix the system/servers. Ultimately they are the facilitator between the user and third party, and vice versa. Therefore, good communication and analytical skills are key.

Duties:

• Providing first contact support to users for ITIL functions, including requests, and asset, change & problem management.
• Liaising with 3rd party IT infrastructure suppliers and other service providers as required.
• Communicating IT system and service activity to business areas.
• Completing Information Security and Data Protection control checks.
• Responding to Cyber Security alerts from the Security Operations Centre (SOC).
• Triage of service requests and raising tickets with internal and 3rd parties.
• Manage and report on 3rd party technology supplier responses to incidents, requests, changes and problems.
• Perform ITIL based service processes as allocated by the Service Delivery Manager including 3rd Party management, Change Management, Cyber Security user communications, training, reporting and tests
• Provide support to deployment and use of user desktop devices and tools including support to end-users.
• Conduct risk analysis on incidents, escalating as appropriate quickly and efficiently.
• Maintain hardware and software inventory.
• Monitor real time email security controls.
• Perform technology rollout support to infrastructure implementations including user briefing and training as required.
• Employ and maintain a user technology joiner process and provide IT induction training for new joiners and IT exit processes for leavers.
• Complete user access control tasks for systems and applications.
• Ad hoc tasks as required

Competencies

• Up to date data security knowledge
• Ability to distil clear requirements from business requests
• Ability to document solutions, processes and procedures.
• Understanding of change management principles and processes.
• Up to date awareness of cyber security developments.
• Good communication skills, both verbal and written, as well as problem solving skills.
• Ability to work as a member of a team, recognising and valuing the input and expertise of other technology contributors.

Skills Required:

• Degree level or equivalent.
• Excellent communication and analytical skills
• An understanding of IT infrastructure and systems
• ITIL methodology
• Knowledge of Information Security and Data Protection principles and practices.
• Experience within financial services, preferably life and pensions.
• IT office environment technology and communication skills.

Please apply today for immediate CV review.

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