Systems Analyst - 2nd & 3rd

Systems Analyst – 2^nd & 3^rd Line

Brief;
 

The IT & Telecoms team support in excess of 1,000 computers and 1,800 users across 25 locations, 7 days a week. The IT Operations team design, implement and manage all the IT services on the internal secure network. The network is used by multiple VIPs, Teams and charitable organisations. In addition the IT Operations team design, implement and maintain a number of other networks including private networks.

The Systems Analyst reports to the IT Operations Manager and is responsible for providing systems administration, as well as 2nd and 3rd line support within the IT Operations team.

The Systems Analyst will be responsible for the installation, maintenance, monitoring and support of core IT infrastructure and its peripheral components, including hardware, software, servers and mobile devices.

About the role;

1

IT Systems Security

• Keep all systems security patched and updated on a regular basis
• Carry out remediation work from IT Health Checks

2

IT Business Continuity

• Ensure all new systems are implemented in accordance with the IT Business Continuity plan.
• Participate in test exercises of the IT Business Continuity plan

3

Server and Data Centre Management

• Manage core applications including internet, email and  remote access
• Monitor data centre environmental systems such as air conditioning, fire suppression and UPS systems
• Responsible for all endpoint patch management

4

Service Delivery / BAU

• Provide 3rd line support and escalation to the IT Service Desk
• Ensure all IT systems are reliable and up-to-date
• Manage escalated Incidents, Problems and Change Requests in line with ITIL best practice
• Support the Development teams projects, work closely and supervise 3rd party contractors and suppliers, and liaise with other government departments where required.

The post holder will be expected to work on their own initiative and be responsible for making decisions covering their day-to-day tasks using good judgement. Any strategic decisions or changes with a high impact will be referred to the IT Operations Manager.

The standard working pattern is Monday to Friday. However, given the nature of the post and the necessity for out of hour's maintenance, the post holder will be expected to work evenings and weekends as required and take part in the weekend on call rota. The post holder may also receive and be prepared to respond whenever practical to calls at any time outside of the standard arrangements.

The position is primarily based at the location in Green Park, London, however the post holder is responsible for the IT infrastructure at all residences within the estate and is expected to travel when required.

Requirements

• Significant experience in an IT Service Desk including call handling and desk side visits.
• Experience of supporting Windows 7 and Windows 10 and desktop productivity applications, including Microsoft Office.
• Experience supporting Outlook in an Exchange and/or Office 365 environment.
• Experience of accurate and efficient root cause analysis.
• Knowledge of Microsoft System Center Configuration Manager (SCCM) and enterprise desktop deployment solutions.
• Knowledge of IT Infrastructure Library (ITIL) practices and enterprise virus mitigation and protection solutions.
• Ability to develop training materials related to infrastructure systems components.
• Knowledge of Windows scripting techniques would be desirable.
• Holding certification in COMPTIA, CCA-V, MCP, CCT or ITIL v3 Foundation would be a definite advantage.
• Experience of security standards, best practices and principles.
• Excellent communication skills and the ability work collaboratively to build effective working relationships with a variety of internal and external stakeholders.
• Excellent troubleshooting skills, with the ability to apply technology solutions to business processes.
• Demonstrates good judgement and decision-making capability with the ability to work under pressure.
• Excellent organisational and time management skills, initiative and the ability to manage competing priorities and deliver results.
• Possess good, clear documentation and recording skills.
• Proactively maintain up-to-date industry knowledge.