Support Analyst Clarence House Belfast job in Lisburn at ENGIE

Support Analyst Clarence House, Belfast

Company: ENGIE

Location: Belfast UK

Date Posted:May 08, 2018

SUPPORT ANALYST CLARENCE HOUSE, BELFAST  ENGIE Clarence House, 4/10 May Street, Belfast BT1 4NJ ENGIE have exciting opportunities for a Support Analyst to be based at Clarence House, 4/10 May Street, Belfast BT1 4NJ. This is a permanent full time role working 37.5 hours per week, Monday - Friday 9 am - 5 pm. On offer is a Salary band of  £25,000 - £30,000,(depending on experience) and benefits package.We are looking for a confident, experienced and driven individual with good planning and organisational skills.The successful candidate will be required to undergo a vetting process and offer will be subject to Security clearance.General Overview: As a key member of the Corporate Support Team, the successful candidate will provide IT support and assistance to Northern Ireland based ENGIE employees (users) for IT services provided by the ENGIE UK IT department. The successful candidate will also be required to take a senior role within the team. This additional responsibility will include acting as a point of escalation for Northern Ireland based users, taking ownership of the ticket queue as well as identifying and implementing improvements to procedures specific to the Northern Ireland office. Reporting to Corporate IT Support Team Leader.Main Responsibilities/Duties Include:The Senior Service Support Analyst is responsible for:Call logging, prioritisation and categorisation in the ITSM ticketing systemTechnical troubleshooting and root cause identification for effective incident resolution Incident management (timely resolution or escalation, follow-up, user communication)Act as a point of escalation for Northern Ireland based users, taking ownership of received escalationstickets while ensuring the queue is a true reflection of the current workloadIdentification and implementation of improvements to procedures that are specific to the Northern Ireland teamRequest fulfilment (standard and some non-standard requests)Managing user accounts and standard access rightsInstalling, configuring, monitoring and supporting the workstation environment including computers, mobile devices and IP telephonySoftware deployment (automated and manual)User training on the varied IT Services (when required) Maintaining user documentation and IT documentation (procedures, knowledge base)Contribute to the continuous improvement of user experienceProviding support of meeting room technologyKey Accountabilities: Act as a point of contact for phone calls, email tickets assigned by the IT Service Desk and walk-ups from end-users regarding IT issues and queriesUndertake technical troubleshooting to identify the root cause of IT incidents to ensure correct resolution is applied Manage the resolution of incidents from the Service Desk and in compliance with SLAsCoordinate service requests with the Service Desk, monitor, escalate, dispatch and fulfil user requests in compliance with SLAsWorking with the rest of the team to ensure the total and aged tickets are kept to a minimumTo be available to Northern Ireland users as a point of escalation by taking ownership and escalating within the Team Leader, IT department or to suppliers as nessesaryTechnical incident resolution for workstation services (desktops/laptops, mobile devices, IP telephony)Thorough completion of tasks associated with Starters, Leavers and Movers at the required point in timeProvide advice and training on conferencing services (videoconferencing, telephone conferences and web meetings) to end usersProvide advice and training on meeting room facilities (room booking, projectors, audio/video equipment etc.) to end usersVisit remote locations to provide on-site support where requiredDeploy and asset manage desktop/laptop environment for both hardware and softwareTroubleshooting of basic networking issuesEnsure that Service Desk documentation (technical notes, incident resolution notes, installation procedures, user guides etc.) are developed and maintained up to date and stored in the appropriate document repositoryWhen a major incident occurs, reprioritise work in accordance with the requirements dictated by the Major Incident Manager Initiate problem management when incidents are reoccurring, to find root cause and resolutionSupport and administration of relevant work packages from start to completionEscalate incidents to the relevant IT teams or third partiesAny other reasonable tasks or requests as directed by the line manager, including occasional administrative work (inventory, stock, purchase requisitions, billing reports etc.)Ensure the administration and maintenance of:Active Directory users and groupsMicrosoft Exchange through the use of a scripted interface (‘Provisioning Engine’)MiTel IP phone usersRSA token usersFile and folder user and group permission changesFile/folder restoration Loan hardware management Business applications users and groups (e.g. finance applications)Outcome, Results and Key Performance: Service Request fulfilment and Incident resolution within defined Service Level AgreementsTimely management of New Starters/Movers/LeaversEnsure data quality and integrity throughout the systemsDesktop infrastructure meets agreed Service Level AgreementsNo negative business impact from desktop changesPassing of asset management audits Compliance with departmental policies, procedures and standardsPositive customer satisfaction resultsKey Relationships: Part of the corporate team covering Northern Ireland Work closely with the ENGIE UK IT Applications team Work closely with the ENGIE UK IT Operations and Network teamsWork closely with the ENGIE UK SSC  IT Service Desk Engage with external partners (suppliers and other IT departments) as requiredEngage with users and business representatives as requiredProvide backup to other members of the team when requiredKnowledge and Skills: Good knowledge of ITIL and IT Service Management best practices in generalProficient in all recent Windows desktop versions: deployment, configuration, maintenance, software distribution (SCCM), patching (WSUS) and management – and associated technologiesGood knowledge of Microsoft Exchange concepts and administrationGood knowledge of the Microsoft Office software suiteActive Directory concepts and key objects (users, computers and groups)BlackBerry and Apple (iOS) mobile devices and supporting mobile device management platformsCitrix application publishing technologyBackup and restore administration and associated technologiesBasic networking knowledgeGood knowledge of conferencing facilities (video and telephone conferencing)Other desirable technical knowledge and skills:RSA SecurID token administration console Cisco IP phones administration and associated technologiesRemote access (VPN) products (e.g. Cisco Any Connect)In-depth knowledge and understanding of the ENGIE UK IT Service Management processes (based on ITIL)Basic understanding of ENGIE UK IT Project Management methodology (based on PRINCE2)Basic understanding of ENGIE internal control framework (INCOME)For more information about ENGIE please visit:  Qualifications & Experience Required: Previous experience in a similar role A+ certification or Microsoft Certified Professional (MCP, Microsoft Certified Professional) or equivalent through experienceITIL certification – ‘ITIL Foundation’ minimumExperience: Experience working within an IT Service Desk function and with the associated toolingExperience of request fulfilment and incident management within an ITIL-based organisation Substantial experience in desktop and mobile devices management and supportExperience in asset management within the ITIL framework and associated CMDB (configuration management database) toolsExperience in writing technical documentation, IT procedures and user guidesExperience of delivering exceptional customer serviceFor this role you must have evidence of right to work in the UK. There is no re-location package with this job role. ENGIE do not discriminate on the grounds of age, gender, race, colour, religion, disability or sexual orientation, and we welcome applications from all sections of the community.This job advert is supported by the ENGIE Resourcing Team. Agency involvement is not required. All related enquiries must come to the resourcing team not direct to ENGIE Managers. View full job description
JobCentre Plus 1 year ago
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Support Analyst Clarence House Belfast jobs in Lisburn

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