Analyst, Technical Support (IT)

Salary & Benefits
Employment Type
Full Time, Permanent
EMEA ICT Business Solutions
Report to Position
Manager, Technical Support
EMEA Knowledge Centre, Hatfield, Hertfordshire
Business Area
Application Deadline
01 March 2017

Full Job Description

Main purpose of the job:

  • To provide a high quality technical support service for the EMEA region, ensuring that user requirements are met within business Service Level Agreements.


Main duties/responsibilities:

  • Provide customer focused ICT support to the region, ensuring the delivery of high quality ICT operational services

  • Ensure that ICT incidents, problems, service and change requests are completed within business agreed Service Level Management Frameworks

  • Prioritise incidents based on their business impact.

  • Proactive monitoring, maintenance and administration of regional  ICT systems including Servers, Virtual Desktop Environment, Microsoft Active Directory, Backup Systems , ICT Disaster Recovery Environment, Software Deployment, Enterprise Storage, Microsoft AppV, Databases and Lotus Notes messaging.

  • Use Problem Management tools and techniques to identify the root cause of problems and select appropriate means of resolution.

  • Monitor resolution of problems to ensure that Operating Level Agreements (OLA’s) are met and escalate to the Technical Support Manager when this is not the case.

  • May perform project work.


Qualifications and education required:

  • A Level or the equivalent.
  • Technical qualifications relevant to technical support area:

    • Microsoft Certified Solutions Associate (MCSA) - Microsoft Server 2008/2012

    • Lotus Notes R8.5 System Administration.


Experience required:

  • Experience of technical support.

  • Experience of dealing with service providers.

  • Experience of Lotus Domino administration.

  • Experience of Active Directory maintenance & support.

  • Experience of supporting a virtual server and desktop environment.


Skills and aptitude required:

  • Excellent interpersonal relationship/customer management skills.

  • Logical/structured approach to problem analysis.

  • Tenacity and the will to ensure that a problem is resolved using all means at ones disposal.

  • Strong service provider customer-focused approach (a willingness to ‘go the extra mile’ to achieve customer satisfaction).

  • Good team player.

  • Structured approach to executing change requests