Role Description

This full-time IT Support Analyst/Engineer role covers both Level 1 and Level 2 support and is offered on a hybrid basis, with work primarily in London and some work from home flexibility. Day-to-day responsibilities include handling incoming support tickets, responding to user queries, and providing first-line technical assistance for hardware, software, and network issues. The role also involves performing more advanced second-line diagnostics, resolving complex incidents, escalating problems when required, and updating documentation and knowledge bases.

The IT Support Analyst/Engineer will install and configure systems, manage user accounts and access permissions, monitor system performance, and assist with routine maintenance tasks and upgrades. Collaboration with other IT team members and clear communication with non-technical users are key aspects of the position.

Qualifications

Candidates should possess strong Technical Support and Information Technology skills, including experience with common operating systems, hardware, and business applications.

Candidates should possess solid Analytical Skills and Troubleshooting abilities to diagnose issues, identify root causes, and deliver effective solutions.

Candidates should possess clear and professional Communication skills, with the ability to explain technical concepts to users at different levels of technical understanding.

Relevant certifications such as CompTIA A+, Network+, Microsoft, or similar credentials are beneficial, along with experience in Level 1 and Level 2 support environments.

Ability to work in a hybrid setting, manage priorities in a busy service desk environment, and maintain a customer-focused, inclusive approach when supporting diverse user groups.

Responsibilities

• IT Infrastructure Support: Responsible for the support and maintenance of the IT infrastructure and to provide IT support to staff and other group colleagues.
• Incident Response: To assist in the response to service outages and other IT-related problems as well as maintenance and upkeep of the security of the systems in place.
• Branch IT Support: To provide IT Support and assistance to the branch’s staff in a timely fashion.
• Infrastructure Maintenance: Responsible for the maintenance of the IT infrastructure of the Branch by providing first & Second line support of software, hardware, and networking that includes installation, configuration, and troubleshooting. Support endpoint security standards (antivirus/firewall/patching/two-factor authentication).
• HR and Admin Support: Provide day-to-day support to the Admin and HR function to cover: joiners/leavers/movers process, CCTV & Paxton Card Access.
• Project Assistance: Assist the IT Manager in delivering various IT-related projects by managing the day-to-day operational aspects of such projects.
• End User Computing: End User Computing support for all staff. (e.g. Install, configure, and maintain desktops, laptops, printers, Phones/Mobiles, and other IT equipment.)
• Networking Fundamentals: Good understanding of DNS, DHCP, TCP/IP, and LAN/WAN.
• Cybersecurity: Good understanding of cybersecurity measures.
• Access Coordination: Coordinator between the London Users and Group IT Security on all requests for systems access and to ensure that such permissions are provided promptly, are regularly updated, and that the Group Access Matrix Protocol is followed at all times.
• Disaster Recovery: Preserve the Assets of the Office by implementing Disaster Recovery and backup procedures and ensuring that the standards comply with Group requirements.
• Compliance Support: Provide IT support to ensure the smooth running of daily and periodic reports for the London Compliance team to ensure adherence to the Anti Money Laundering Provisions.
• Data Extraction: Undertake Data Extraction for reporting requirements for all the other stakeholders at the branch.
• System Administration: To hold Administrator function for some of the systems housed at the Office. Responsible for the granting of access and maintenance of system matrix.
• Network Monitoring: Overall networking equipment monitoring (i.e. Network Switches, Firewall, and other appliances) and support inclusive of the server room.
• Maintenance Checks: To plan and carry out maintenance checks to ensure IT Operations, infrastructures are running smoothly and ensure daily routine task completeness.
• Inventory Management: Manage inventory of computers, network equipment including tracking of purchased equipment and services.
• Business Continuity: To maintain and ensure that the BCP site is always ready for continuous bank operations.
• IBS Ownership: Important Business Services - IBS owner is to ensure the resilience of the IBS they are responsible for (Ensure appropriate RCSAs, CETs, KRIs are in place to monitor procedures and controls within their units).
• Training Assistance: Assist the HOD/Manager with implementing/putting in place, any applicable training/guidance/SOPs to staff relating to cyber security & operational resilience.
• Phone System Maintenance: To maintain the branch Avaya IP Office Phone system and to ensure that the recording system is always up and running at all times.
• Infrastructure Testing: To perform monthly infrastructure test and report for Risk Assessment.
• Incident Handling: Manage Incident Handling procedure (This includes monitoring as well as post-incident follow up).
• IT Service Requests: Respond to IT service requests and incidents in a timely manner, prioritizing based on business impact, especially for critical banking functions.
• Branch Operations Support: Support the Branch operations as and when needed and any other tasks assigned by Management of the Branch.