The IT Client Services Analyst will provide end-users guidance and second level support by assisting in problem resolution by managing and prioritizing helpdesk requests within prescribed timescales. The role holder will work with both on-site and remote users with production problems and inquiries while complying with all the policies and procedures associated with IT Service Management. They will also work with other regional IT Departments on all IT matters.
Liaise with other regional IT Departments on all IT matters
Provide input to budgetary planning for operational areas
Purchase of IT hardware/software as required
Plan and implement improvements to existing IT systems in consultation with EH IT Team Lead/ Corporate IT
Assist in development of IT procedures, guidelines and instructions
Give user instruction and training if required
Ensure all work is carried out in line with the Company QHSE policy.
Any other general administration or duties as prescribed by EH IT Team Lead.
Manage and prioritise helpdesk requests within prescribed timescales
Update and close out helpdesk requests to prescribed standards
Manage and maintain backups to prescribed backup schedule
Manage and maintain onsite Printers
Imaging and Patch Management of systems
Upgrade and install applications as required
Liaise with external contractors as required
Travel to other company locations as required
Assist with management and maintenance of network infrastructure in operational areas
Manage and carry out network migrations as necessary
Arrange and specify infrastructure improvements as required
Liaise with external contractors as required
Assist with management of voice and data network in operational areas
Assist with any network upgrades and installations as necessary
Degree or diploma in Information Technology, Computer Science or related discipline OR equivalent experience.
DESIRABLE EXPERIENCE
Solid desktop and application troubleshooting skills
Experience of Dell infrastructure hardware desirable.
Technical understanding and experience of Active Directory 2003/2008
Technical understanding and experience of Exchange 2003/2007 Server and Outlook clients.
3rd party solution integration experience (Anti-Virus, Spam Filtering, Backup software, etc.).
Good knowledge of network system administration and Internet administration.
Working knowledge of networking and ability to monitor and troubleshoot network issues – Data, Voice and Wireless networks
Effective communication skills with respect customer support/helpdesk/remote support
Overall technical skills, MCSE or working towards certification.
Experience supporting Cisco networking equipment/applications desirable
Experience with supporting SAP infrastructure desirable
Ability to plan and prioritise workload
Light work - Exerting up to 20 pounds of force frequently, and/or a negligible amount of force constantly to move objects. If the use of arm and/or leg control requires exertion of forces greater than that of sedentary work and if the worker sits most of the time, the job is considered light work. Raeburn Group Limited - 12 months ago
