24 Aug 2015

Senior Service Desk Analyst, Guernsey

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Job Description

Our client is a funds administration services company seeking to recruit a Senior Service Desk Analyst. The Service Desk Analyst is expected to support the Service Desk Manager in the adoption of Best Practice within the Service Desk. Specifically they will gain an in-depth understanding of company?s core software and infrastructure and pro-actively apply such knowledge to first line support. Key responsibilities will include: ? Financial Management: Accurately log time spent on all calls to aid the identification of cost drivers. ? Security - Gain a thorough understanding of the company?s Security Policy. ? Continuity - Take part in the regular testing of the internal elements of the company?s IT & Business Continuity plans. ? Capacity - Maintain a working knowledge of the company?s Capacity Management processes. ? Availability - Maintain a working knowledge of the company?s availability Management processes. ? Change - Pro-actively analyse the Service Desk traffic to improve our service through raising well-considered Change Requests. ? Fully and accurately log all Change Items. ? Configuration - Achieve a depth of familiarity with the internal elements of the Configuration - Management Database. Maximise the flow of Knowledgebase & Configuration items from the internal Incident and Problem services into the Configuration Database. ? Release Support the internal testing process of each release. Accurately update the internal elements of the configuration management database after each release ? Incidents - Log and analyse the incident trend data and pro-actively raise requests for change. ? Problems - Identify underlying problems from daily internal incidents and raise through the problem management process. The successful candidate will have: ? Relevant previous experience. ? Working knowledge of SQL and database design. ? Working knowledge of Reporting technologies (Crystal / SSRS). ? Knowledge of Microsoft web programming technologies would be advantageous.

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