Support Analyst Clarence House, Belfast

Job description

ENGIE have exciting opportunities for a Support Analyst to be based at Clarence House, 4/10 May Street, Belfast BT1 4NJ. This is a permanent full time role working 37.5 hours per week, Monday - Friday 9 am - 5 pm. On offer is a Salary band of  £25,000 - £30,000,(depending on experience) and benefits package.

We are looking for a confident, experienced and driven individual with good planning and organisational skills.

The successful candidate will be required to undergo a vetting process and offer will be subject to Security clearance.


General Overview: 

As a key member of the Corporate Support Team, the successful candidate will provide IT support and assistance to Northern Ireland based ENGIE employees (users) for IT services provided by the ENGIE UK IT department. The successful candidate will also be required to take a senior role within the team. This additional responsibility will include acting as a point of escalation for Northern Ireland based users, taking ownership of the ticket queue as well as identifying and implementing improvements to procedures specific to the Northern Ireland office. Reporting to Corporate IT Support Team Leader.
Main Responsibilities/Duties Include:

The Senior Service Support Analyst is responsible for:

·  Call logging, prioritisation and categorisation in the ITSM ticketing system
·  Technical troubleshooting and root cause identification for effective incident resolution 
·  Incident management (timely resolution or escalation, follow-up, user communication)
·  Act as a point of escalation for Northern Ireland based users, taking ownership of received escalations
·  tickets while ensuring the queue is a true reflection of the current workload
·  Identification and implementation of improvements to procedures that are specific to the Northern Ireland team
·  Request fulfilment (standard and some non-standard requests)
·  Managing user accounts and standard access rights
·  Installing, configuring, monitoring and supporting the workstation environment including computers, mobile devices and IP telephony
·  Software deployment (automated and manual)
·  User training on the varied IT Services (when required) 
·  Maintaining user documentation and IT documentation (procedures, knowledge base)
·  Contribute to the continuous improvement of user experience
·  Providing support of meeting room technology
Key Accountabilities:  

·  Act as a point of contact for phone calls, email tickets assigned by the IT Service Desk and walk-ups from end-users regarding IT issues and queries
·  Undertake technical troubleshooting to identify the root cause of IT incidents to ensure correct resolution is applied 
·  Manage the resolution of incidents from the Service Desk and in compliance with SLAs
·  Coordinate service requests with the Service Desk, monitor, escalate, dispatch and fulfil user requests in compliance with SLAs
·  Working with the rest of the team to ensure the total and aged tickets are kept to a minimum
·  To be available to Northern Ireland users as a point of escalation by taking ownership and escalating within the Team Leader, IT department or to suppliers as nessesary
·  Technical incident resolution for workstation services (desktops/laptops, mobile devices, IP telephony)
·  Thorough completion of tasks associated with Starters, Leavers and Movers at the required point in time
·  Provide advice and training on conferencing services (videoconferencing, telephone conferences and web meetings) to end users
·  Provide advice and training on meeting room facilities (room booking, projectors, audio/video equipment etc.) to end users
·  Visit remote locations to provide on-site support where required
·  Deploy and asset manage desktop/laptop environment for both hardware and software
·  Troubleshooting of basic networking issues
·  Ensure that Service Desk documentation (technical notes, incident resolution notes, installation procedures, user guides etc.) are developed and maintained up to date and stored in the appropriate document repository
·  When a major incident occurs, reprioritise work in accordance with the requirements dictated by the Major Incident Manager 
·  Initiate problem management when incidents are reoccurring, to find root cause and resolution
·  Support and administration of relevant work packages from start to completion
·  Escalate incidents to the relevant IT teams or third parties
·  Any other reasonable tasks or requests as directed by the line manager, including occasional administrative work (inventory, stock, purchase requisitions, billing reports etc.) Ensure the administration and maintenance of:

·  Active Directory users and groups
·  Microsoft Exchange through the use of a scripted interface (‘Provisioning Engine’)
·  MiTel IP phone users
·  RSA token users
·  File and folder user and group permission changes
·  File/folder restoration 
·  Loan hardware management 
·  Business applications users and groups (e.g. finance applications)
Outcome, Results and Key Performance:  

·  Service Request fulfilment and Incident resolution within defined Service Level Agreements
·  Timely management of New Starters/Movers/Leavers
·  Ensure data quality and integrity throughout the systems
·  Desktop infrastructure meets agreed Service Level Agreements
·  No negative business impact from desktop changes
·  Passing of asset management audits 
·  Compliance with departmental policies, procedures and standards
·  Positive customer satisfaction results
Key Relationships:  

·  Part of the corporate team covering Northern Ireland 
·  Work closely with the ENGIE UK IT Applications team 
·  Work closely with the ENGIE UK IT Operations and Network teams
·  Work closely with the ENGIE UK SSC  IT Service Desk 
·  Engage with external partners (suppliers and other IT departments) as required
·  Engage with users and business representatives as required
·  Provide backup to other members of the team when required
Knowledge and Skills: 

·  Good knowledge of ITIL and IT Service Management best practices in general
·  Proficient in all recent Windows desktop versions: deployment, configuration, maintenance, software distribution (SCCM), patching (WSUS) and management – and associated technologies
·  Good knowledge of Microsoft Exchange concepts and administration
·  Good knowledge of the Microsoft Office software suite
·  Active Directory concepts and key objects (users, computers and groups)
·  BlackBerry and Apple (iOS) mobile devices and supporting mobile device management platforms
·  Citrix application publishing technology
·  Backup and restore administration and associated technologies
·  Basic networking knowledge
·  Good knowledge of conferencing facilities (video and telephone conferencing)
Other desirable technical knowledge and skills:

·  RSA SecurID token administration console 
·  Cisco IP phones administration and associated technologies
·  Remote access (VPN) products (e.g. Cisco Any Connect)
·  In-depth knowledge and understanding of the ENGIE UK IT Service Management processes (based on ITIL)
·  Basic understanding of ENGIE UK IT Project Management methodology (based on PRINCE2)
·  Basic understanding of ENGIE internal control framework (INCOME) For more information about ENGIE please visit:http://www.engie.com/en/candidates-area/

Qualifications & Experience Required: 

·  Previous experience in a similar role 
·  A+ certification or Microsoft Certified Professional (MCP, Microsoft Certified Professional) or equivalent through experience
·  ITIL certification – ‘ITIL Foundation’ minimum

Experience: 

·  Experience working within an IT Service Desk function and with the associated tooling
·  Experience of request fulfilment and incident management within an ITIL-based organisation 
·  Substantial experience in desktop and mobile devices management and support
·  Experience in asset management within the ITIL framework and associated CMDB (configuration management database) tools
·  Experience in writing technical documentation, IT procedures and user guides
·  Experience of delivering exceptional customer service For this role you must have evidence of right to work in the UK. There is no re-location package with this job role. ENGIE do not discriminate on the grounds of age, gender, race, colour, religion, disability or sexual orientation, and we welcome applications from all sections of the community.

This job advert is supported by the ENGIE Resourcing Team. Agency involvement is not required. All related enquiries must come to the resourcing team not direct to ENGIE Managers.