Job Title: IT Support Analyst

Band: Team Manager/ Specialist 2

Department: IT Services

Reports to: Systems Manager IT Support

Main purpose of job

To maintain all the Society’s IT systems, hardware and software through effective Customer service, Support and maintenance

Key Accountabilities

Support

• To ensure that the Society’s servers, desktop, communication and telephony systems are operational and available for use by the business as per agreed SLA.
• Provide 1st & 2nd line support for IT servers, desktop, communication and telephony systems.
• Monitoring the use and performance of the IT systems and identify potential problems.
• Configuration and installation of all servers, desktop / Laptops, hardware, software and operating systems to the Society’s requirements.
• Support for the following business applications at 1st & 2nd line
• CAS/MAS/MSS
• Euro Lending
• Mitral
• Any other application as developed for business use by the Society
• Support for MS Office applications, e.g. Word, Excel, PowerPoint etc.
  Familiarity with the following would be advantageous,
• Windows XP
• Server 2003
• Terminal server
• VMWARE

Administration

• Creation and maintenance of technical and manual procedures.
• Regular housekeeping of all the Society’s IT systems. This includes reporting of faults/failures and the completion of all-relevant documentation and logs.
• Maintenance of databases as used by IT support.
• Creation IT quotes in consultation with the IT Infrastructure Manager or Senior Support Analyst.
• Production of statistical information on systems and support metrics
• Written communication to staff and colleagues
  

Internal and External Relationships

• Provide IT, Communication and Telephone support services to all areas of the business.
• Interact with other IT teams – Helpdesk, Development, Central Purchasing, Computer Security, Infrastructure, Testing, Telecommunications & Projects.
• Logging of fault calls to external service/support providers.
• Working with the IT Team Leader with respect to the administration of external service/support providers
  
  

Responsibilities for resources, human/financial/physical

• Responsible for computer and telephony systems as detailed in “Key Accountabilities”.

  
  

For more information on the above position please telephone the Human Resources department on: 0113 225 7654

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