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Desktop Support Analyst
Title: Desktop Support Analyst
Category: IT/Software Development
Job type: Permanent
Job status: Full Time
Salary: £24,000.00 - £30,000.00
Salary per: annum
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Desktop Support Analyst

The client is an organisation who ensures the pension scheme is managed effectively on behalf of the trustees. It is one of the largest defined benefits pension scheme in the UK paying over £2bn in pension payments per year. Based in Chesterfield, the pension scheme administration arm employs around 100 employees over all areas.

Reporting to the Service Integration Manager the Desktop Support Analyst will provide desk side assistance to customers. A 3rd party vendor will be responsible for network and desktop services who also operate first line desk service. The Desktop Support Analyst will be the onsite point of contact for the 3rd parties whilst providing assistance with IT related issues.

Strong communication with the 3rd party vendors is imperative and will provide assistance with the development and maintenance of the existing SharePoint site.

Main tasks & responsibilities:

* Expert knowledge and working experience of Windows and O365 and associated applications

* Expert SharePoint administration skills

* Provide onsite desktop support and remote hands support

* Responsible for following ITIL processes focussing on Incident and Change Management

* Responsible for ensuring the 3rd Party vendors and the business adhere to the underpinning IT processes

* The DSA is the 2nd point of contact for the business and 3rd parties from a network and desktop perspective

* Triage Incidents to ensure the correct technology group are engaged and co-ordinate if multiple technology groups are involved

* Responsible for testing technology changes ensuring technology is available for the next working day

* Responsible for escalation to the Service Integration Manager high priority incidents and issues

* Responsible for coordinating Priority 1 network incidents

* Responsible for O365 license management

* Assist with Audit reviews. Providing evidence and ensuring throughout the year technology remains auditable

* Have good knowledge of technology security and the ability to identify breaches

* Maintenance of policy and process documentation

* Responsible for providing metrics and Management Information (MI)

* Be available on-call for additional work when necessary to support the needs of the business.

* Management of IT peripherals

Candidate Profile:

* Strong information technology experience

* Ability to adapt to complex programs and updating technology

* Strong customer care skills with the ability to communicate / interact at all levels within the organisation and external to the organisation

* Strong diagnostic, analytical and process skills

* Good emotional intelligence and awareness

* Ability to work under pressure

ESSENTIAL Experience/Skills:

* An IT technical background with an understanding of technical terms

* Experience of Service Management applications ideally JIRA or ServiceNow

* A positive and professional attitude

* Strong interpersonal skills

* Strong communication skills

* The ability to work to deadlines and manage workload appropriately

DESIRABLE Experience/Skills:

* Management experience of technical IT professionals

* Experience in pension software products, e.g. Profund or other Pension administration platforms

* Degree in computer science or relevant experience

* SQL skills

If you are interested in this opportunity, please apply now with your updated CV in word/PDF format.

Notwithstanding any guidelines given to level of experience sought, we will consider candidates from outside this range if they can demonstrate the necessary competencies.

Square One is acting as both an employment agency and an employment business, and is an equal opportunities recruitment business. Square One embraces diversity and will treat everyone equally: Please see our website for our full diversity statement.
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