Job Description. End User Computing Analyst

Transcription

1 Job Description Job Title : Department : End User Computing Analyst IT Reporting to (Job Title) : IT EUC Manager No of Direct Reports : 0 Titles of Direct Reports: Size of Department: 4 Budget Responsibility (direct) : Revenue Responsibility (direct) : Date of issue: May 2017 Issued by (name): Overall Purpose of Role: To proactively support and maintain the Carnival UK End User Computing experience for Carnival UK head office, global branch sites and fleet of cruise ships. The role will focus on providing 2 nd - 3 rd line BAU Desktop support, including dealing with problem and incident management, there may also be additional ad hoc project work. Ensure that all Service Requests are dealt with according to agreed SLA s in relation to hardware builds and software installations, working with users, other staff and suppliers as appropriate. Main Activities and Responsibilities People Management / Coaching / Development / Resourcing Working closely with IT colleagues (service desk, other third line teams, and project managers) and a variety of stakeholders to ensure required outcomes are achieved Influences customers, suppliers, partners and peers Page 1 of 5

2 Customer Responsibilities (Internal & External Customers) Builds appropriate and effective business relationships Maintain regular contact with stakeholders during incident and problem resolution Communicates effectively both formally and informally Technical (including systems) and/or Professional Responsibilities Good understanding of End User Hardware support for example, rebuilding a machine Solid Windows 7 & Windows 10 knowledge Good trouble shooting skills in relation to networking protocols DHCP / TCPIP protocols Supporting Microsoft Office Products , Office 365. SCCM 2012 exposure in relation to hardware builds and software deployment Active Directory, creating users, group policies. Exposure to IBM Notes. Working with Commercial Off The Shelf (COTS) and bespoke developed systems Provide second and third line support in relation to incidents and service requests, adhering to ITIL framework Production of technical and procedural documentation Maintain a good knowledge level of current industry trends and developments Provide creative solutions to complex technical challenges Provide support for desktop image in relation to DR & BCP capabilities Out of hours support on a rota basis Working within the shift pattern required to provide support during core hours Work with IT EUC Manager to prioritise work Other Responsibilities Takes initiative to keep skills up to date Working proactively and taking ownership of issues Is fully accountable for meeting allocated technical and/or project/supervisory objectives HESS Responsibilities Lead by example by taking care of the health and safety of yourself and others Report all accidents, near miss incidents and work related ill health conditions to your manager and to the Facilities department. Follow safety rules and procedures Use work equipment, personal protective equipment, substances, and safety devices correctly Take part in safety training & risk assessments and suggest ways of reducing risks. Act safely in accordance with our Elev8 safety behaviours General Responsibilities Adheres to Corporate Policies and Procedures, including Code of Conduct, Audit Procedures and any control related responsibility for financial data entered, stored, or reported via business systems within employees control (list not exhaustive). To undertake ad hoc duties as required. Other Features of Job (travel, hours of work, working conditions etc): Page 2 of 5

3 Periodic travel away from the office for ship or branch office visits Working hours follow standard office working hours Additional hours as required Out of Hours support cover on a rota basis Location: Southampton Office Page 3 of 5

4 Person Specification Job Title : Server Analyst Department : IT Education, Qualifications and Training Degree or relevant IT qualifications e.g. the ITIL Foundation Experience Proven experience within a Server Analyst/ 2 nd -3 rd Line Infrastructure Support role Experience supporting the following technologies: o Windows 7 & Windows 10 o Office o Imaging / Building laptops o End User Hardware troubleshooting o End User software troubleshooting o Core Wintel services including DNS, DHCP, DFS WSUS, WINS o Sophos Anti Virus / Sophos Safeguard Desirable: Experience supporting the following technologies: o IBM Notes 9 o SQL Exposure o Managing Active Directory o Supporting a Call Centre o Windows server technologies, VMWare o Bitlocker Page 4 of 5

5 Work Based Competencies Good communication skills with an aptitude for dealing with users, colleagues and suppliers. Forward thinking and planning skills, high level of interest in providing technology driven solutions Understands IT concepts and architectures, and the principles and processes of implementing and delivering IT services. Shows aptitude for analysing and managing problems arising from incidents in the operation of information systems. Calm under pressure Good customer service skills - ensuring that full account is taken of customers real and stated needs in the delivery of IT services Disciplined and analytical approach to complex issues- demonstrates the ability to work with initiative, creativity and flexibility. Behavioural Competencies Ability to work towards specific deadlines Ability to organise and prioritise workload Good decision making skills Responsible and considered attitude towards problem ownership Ability to adapt and learn quickly Good documentation and organisational skills Methodical approach to problem solving Desirable: Aware of Service Level Agreements and escalate according to policy Keen to take on further responsibilities Able to multi task Keen to maintain high level customer care Page 5 of 5