Service Analyst - End User (6 month FTC)

Job Description

Company DescriptionHere at esure Group, were no strangers to change. As one of the industry leaders in the insurance business, striving to become a world class digital insurer, were getting ready for more. Its creating great new opportunities for innovative and talentedindustry professionals to join us at a pivotal point in our development.Its an opportunity you simply dont want to miss. You can expect our investment in you to include a highly competitive package, career and development opportunities and flexible benefits built around you and your lifestyle.Job DescriptionWe are seeking a Service Analyst, reporting to our End User Service Manager, to be a key part of the End User Support function. This opportunity is fixed term for 6 months and will be based at our office in Glasgow.You will be responsible for providing 2nd line IT support and Service Management to esure Groups end-user community, ensuring issues are resolved within SLA, and liaising with 3rd party IT suppliers when needed.The day to day:

• Provide on-site support to end users and VIPs and support the resolution of these issues by 3rd party outsource providers
• Analyse the problem, identify the issue, understand the impact to the business in order to determine the priority, and establish an approach for its resolution
• Take steps to restore the functionality of the system. Where the solution is more complex or requires 3rd party involvement then refer the issue and provide a detailed analysis of the situation
• Own problems through to their effective and timely resolution whilst mitigating impact to the end-user
• Manage end-user devices and undertake various planned activities as required, e.g. desk moves, new users, etc., in conjunction with 3rd party outsource providers as required
• Provide input into projects by interpreting the implications of any projects on the environments under support
• Contribute to asset management audits and review and action audit reports
• Produce and maintain technical documentation and user guides for relevant systems
• Understand business operations and their dependencies on I.T. systems
• Manage a diverse workload of reactive and proactive tasks with differing priorities in a dynamic environment
• Manage expectations between the end-user and any 3rd party suppliers involved in resolving issues
• Communicating technical issues to a non-technical user
• Prioritising calls by assessing the urgency, business impact and technical nature of the call
• Peripheral support (including performing basic maintenance) for printers, multi-functional devices and scanners
• Commission and support of end-user devices such as PCs, Wyse thin-client devices, laptops, mobile phones, smart phones and telephone handsets

QualificationsWed love you to bring:

• Incident Management Systems I.e. Servicenow
• Enterprise Service Desk
• Office 365
• File and Folder Access Management / SharePoint Online
• Active Directory Administration
• Antivirus
• Remote Access Technologies i.e. VPN, RSA
• Basic Telephony
• AV equipment such as video conferencing, projectors, smartboards, flat-screen TVs
• Microsoft productivity software such as Office 2016 or later, Project, Visio, Internet Explorer
• Thin client/virtual desktop environment
• Patching network and telephone cables within computer room patch frames and at the end/desk connection point
• Disaster Recovery support
• XenApp, XenDesktop, Desktop/Laptop Client, software delivery and packaging environments
• Exchange Administration

Bonus:

• ITIL Foundation qualification
• Windows 2012 Server (or later) housekeeping activities such as backups, user administration, allocation of permissions

Additional InformationWhat we will offer you in return:

• A competitive salary that recognises your skills, experience and potential
• 25 days annual leave plus 8 flex days (equivalent to bank holidays to be taken as and when suits you)
• Bonus scheme
• Flexible working - including hybrid working post covid
• Staff discount on our products

In light of the current Covid-19 pandemic, we want to emphasise to all applicants that the safety and wellbeing of our candidates and colleagues is esure Groups number one priority. All interviews will be conducted remotely via a video conference platformto ensure that everyone involved is adhering to the social distancing guidance.