Reporting to the IT Operations Manager, the First Line Support Analyst will work with all Society business areas and with Software vendors and Managed Outsource providers to:

• Provide first line support for all IT incidents raised by the business, implementing known resolutions where possible, capturing incident details, and escalating to second / third line if required and then updating the business on resolution progress, also helping the business identify and implement interim workarounds.
• Support the scheduled testing and implementation of business system upgrades, ensuring an ongoing ability to provide first line support related to any new functionality deployed via a new system or release.
• Capture MI on incidents raised / resolved, common themes etc. Support the IT Operations Manager to implement improvement initiatives.

Key Responsibilities

IT Incident / Request Response

• IT Support Calls: Triage incidents for Scope/ Severity/Priority, identify a 1LSresolution or escalate to 2LS, provide business workaround development assistance / support. Provide business liaison, resolution progress.
• Business Support: Application specific configuration changes, "new user" support, user maintenance, device usage and query support, 2LS/SOC escalation where required.
• Joiner/Mover/Leaver support: New User Device / Peripherals deployment, Leaver Device retrieval/processing, M365 setup, Leaver account closure tasks
• Procedures: Operate application specific procedures (daily, monthly, annual),record keeping and audit support.
• IT Department Stock Management (Consumables, Peripherals, Auditing, Record Keeping

This list is not exhaustive and the post holder is expected to carry out any other tasks that are required to fulfil the needs of the role. Management may add or subtract from the list of duties in order to meet the need of the business as they see fit and as per the terms and conditions of contract.

Skills & Capabilities for the role

Qualifications

Essential

• At least 2 years working in an IT Support / IT Helpdesk role where the IT infrastructure involves a degree of cloud hosted and third-party managed /outsourced systems.

Desirable

•  Microsoft certification – Azure AD, M365, MS Exchange, MS Office
•  ITIL certification

Essential experience:

• Experience working in fast paced, agile environments.
• Experience contributing to, and achieving, continuous improvement goals.
• Proven background in supporting business applications.
• Documentation and/or process writing experience.

Desired experience:

• Helpdesk environment
• Working in financial services
• Business resilience/continuity Skills:

Essential

• Analytical approach to troubleshooting, diagnosis and problem solving.
• Interpersonal Skills: Strong Listening, Observing, Communication
• Interpersonal Skills: Teamwork / Collaboration within IT and across the Society
• Interpersonal Skills: Adaptability (audience appropriate interaction / discussion
• Impact Assessment/Advice: Timely, accurate, consistent, audience appropriate

Desirable

• Familiarity with IT Support / Ticketing systems – e.g. JIRA, ServiceNow
• Familiarity with Unix and scripted operational jobs which typically run on systems used in Financial Services.
• Familiarity with SQL scripting, particularly data extracts.
• Familiarity with Power BI or similar business intelligence / management information tooling.

This list is not exhaustive, management reserve the right to amend the requirements as they see fit to ensure the post holder’s ability to fulfil the needs of the role.

PLEASE DO NOT APPLY FOR THIS ROLE UNLESS YOU HAVE RECENT DEMONSTRABLE AND RELEVANT EXPERIENCE.

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