Senior Support Analyst

West London
£35000 - £42000 per annum + Excellent Benefits & Bonus
19 Nov 2012
17 Dec 2012
376663-UKen
Richard Lamb
IT
Permanent
Full Time
The Company

Robert Half Technology are working with this multinational marketing company which operates in 50 countries across the Americas, Australasia, Asia and Europe and employs over 350 staff, to identify x2 Senior Support Analysts. The firm has enjoyed impressive sales & profit growth since its inception - achieving 42% revenue growth in the last 2 years, both at the local and global level! Global revenues have exceeded 500 million Euros, the firm is privately owned & is financially extremely sound. The company has implemented over 5,000 marketing programmes with many of the world's major retailers and leading petrol companies. These exciting opportunities have arisen due to aggressive growth & forecast expansion on the technology organisation by 50%.

The Role

The two Senior IT Support Analysts positions hold joint first line responsibility for London user support, which includes specification, installation and testing of systems, databases, peripherals & networks - & acting as both helpdesk and one-on-one consultant for all London staff. Responsible for supporting the day to day IT requirements of London staff (approx 120 users) desktop environment including iPads, PCs, laptops, Blackberries, telephones & peripherals. The team are also responsible for the effective & efficient operation of the network & servers, for configuration & deployment of desktop environments in accordance with the agreed standard configuration to authorised users. The team are expected to ensure that requests for assistance are properly logged & responded to in a timely manner, according to agreed standards & procedures. They should be capable of responding to escalated, complex, & high impact user calls in a timely fashion.The successful Senior Support Analyst should ensure desktop computers interconnect seamlessly with diverse systems including file servers, email servers, printers, application servers etc. For all requests that cannot be directly resolved, provide an effective interface between users and service providers. Use judgement in applying guidelines for setting priorities for resolution, monitoring progress and applying escalation procedures for problems not progressing satisfactorily. Handle all complaints efficiently and professionally. The client are looking for someone that can proactively assist users in making effective use of the facilities available to them, & that can plan & organise their own work in a rapidly changing technical environment.This post requires a high degree of planning to ensure that the high volume of user requests and queries are effectively and efficiently managed. A significant proportion of the workload will be generated by unforeseen problems that may severely impact the business. The prioritisation and resolution of these problems needs to be carefully planned and well organised. The team members should have strong customer service ethos, a degree in a computing related discipline would be an advantage or relevant equivalent experience (e.g. Qualified MPC / Microsoft Certified Professional), along with the ability to applied and theoretical knowledge of Microsoft desktop operating & application systems.

The successful Senior IT Support Analyst will have demonstrable experience in an IT role supporting desktop environments. They will be a highly motivated self starter, able to work on own initiative with minimum supervision and committed to self-development. They should be a team player, have a pro-active approach to producing quality, & be able to communicate clearly and tactfully with all levels of staff in a pressurised environment. The Senior Desktop Support Analyst must be well organised & practical with a logical, analytical approach to problem solving. They should pay close attention to detail, be able to manage conflicting priorities in an effective & professional manner, & display a responsible attitude to following procedures, keeping records & caring for equipment and other assets.

Technologies used within the firms IT Infrastructure estate include: HP/Compaq, Nexsan, NetApp, Juniper, Buffalo, Cisco, Barracuda Spam Firewall, Checkpoint firewall, Polycom VSX7000 and HDX, CMA desktop. Microsoft Office 2010, Microsoft Exchange 2010, Microsoft SQL, Citrix Presentation Server 4.5, VMware ESX 3.5, Active Directory, Windows 2003 / 2008 Server, Windows XP and 7, Blackberry Enterprise 5, Cognos 8, JDEdwards, SharePoint WorkSpace 2010. The more experience with the additional technologies onto of the more standard Desktop / Desk Side technologies will be an advantageous.

Salary & Benefits

£38,000-£50,000/Annum + Benefits Package
Robert Half Ltd acts as an employment business for temporary positions and an employment agency for permanent positions. Robert Half is committed to equal opportunity and diversity. Suitable candidates with equivalent qualifications and more or less experience can apply.