IT Service Support Analyst

Responsibilities

• Provide first and second line support to ULP users for ITIL functions, including incidents, service requests, and asset, change and problem management.
• Log, triage, prioritise and resolve IT incidents and service requests. Raising tickets with third party suppliers as required.
• Technical troubleshooting of Windows 11 Azure Virtual Desktops (AVD), Microsoft 365, Teams, Exchange Online, OneDrive/SharePoint, printing and in-house built applications.
• Install and support company laptops. Support users with their own devices for remote working. Support office desktop equipment, meeting room equipment and office printers.
• Work closely with ULP’s third party IT infrastructure supplier and other service providers as required.
• Communicate clearly with non-technical users and manage expectations appropriately. Issue timely briefings on IT system and service activity to business areas.
• Complete Information Security and Data Protection control checks.
• Respond to Cyber Security alerts from the Security Operations Centre (SOC).
• Monitor real time email security controls.
• Complete user access control tasks for systems and applications.
• Manage user lifecycle tasks, joiners / movers / leavers.
• Manage and report on third party technology supplier responses to incidents, requests, changes and problems.
• Conduct risk analysis on incidents, escalating as appropriate quickly and efficiently.
• Maintain hardware and software inventory.
• Perform technology rollout support to infrastructure implementations including user briefing and training as required.
• Ad hoc tasks as required.
• Comply with the FCA’s conduct (and senior conduct) and Consumer Duty rules and the PRA’s conduct (and senior manager conduct) standards as set out.
• Notify the regulator(s) of matters reasonably expected to be notified.

Core Competencies

• Ability to distil clear requirements from business requests.
• Ability to clearly and concisely document solutions, processes and procedures.
• Understanding of change management principles and processes.
• Follows cyber security policies and has an up to date awareness of cyber security developments.
• Good communication skills, both verbal and written, as well as problem solving skills.
• Effective time management skills, ability to manage and deliver multiple tasks within demanding deadlines.
• Strong attention to detail.
• Ability to work both independently and as a member of a team, recognizing and valuing the input and expertise of others.
• Willingness to learn and develop.
• Ability to work effectively under pressure.
• Takes responsibility for assigned tasks, incidents and other activities.

Experience and Qualifications

Required

• Experience of Microsoft Azure and M365 cloud technologies including AVD, M365 Office applications, Teams, Exchange Online, OneDrive and SharePoint.
• Practical experience of providing support in a customer facing environment.

Desirable

• Degree in Computer Science or related field, or relevant practical experience.
• Microsoft 365 Certified: Fundamentals or Administrator Associate.
• An understanding of IT infrastructure and systems.
• ITIL methodology.
• Knowledge of Information Security and Data Protection principles and practices.

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