Job Title: IT Business Support Analyst
Our client, a large financial services firm in Melbourne, seeks an IT Business Support Analyst to join their IT Support function on an initial hourly-rate contract.
Scope of Work:
The successful candidate will assist partners in devising hardware and software solutions using personal computers, data communications equipment, terminals, electronic office equipment, and desktop tools. Key responsibilities include analyzing systems' needs, handling problem resolution, providing quality assurance reviews, training partners on tool usage, and providing technical support to Asia offices.
Duties:
* Provide business-as-usual (BAU) IT support for APAC partners
* IT Service Management for Partners (Incident, Problem, and Change Management)
* Leverage Global Support Model in providing IT support for Incidents and Service Requests
* Analyze impact, risks, and effort needed to implement a change request
* Help carry out approved changes to the system
* Coordinate with Global Support Teams for changes and support required by business partners
* Regularly check for new issues/incidents raised by key business partners
* Generate and analyze trending reports, recurring incidents, root-cause analyses, and opportunities for systemic improvements to service results and periodic SLA reports/scorecards
* Analyze, track, and monitor all escalated issues, act as a resolution owner, and ensure that issues are properly resolved
* Escalate unresolved issues to other pre-identified support groups and vendors
* Provide support to Critical and Major Incidents that may constitute a possible miss in SLA
* Own Critical/Major Incidents, Resolution, and Escalated Incidents until closure
* Provide regular updates, analysis, and next steps as appropriate during outages
* Deskside support to Partners
* Provide Audio-Visual support to partners
* Perform Capacity Management and Asset Management
* Asset deployment
* Responsible for the daily and long-term strategic management of IT Assets and other technology-related hardware within APAC
* Planning, monitoring, and recording IT assets to ensure compliance with internal and external regulations and vendor contracts
* Project Support/Management
* Support migration activities
* Testing activities
* Migration IT Requirements
* Provide pre-go Live, Go-Live, and Post Go Live support
* Work with Global core IT teams on Projects & Build-outs
Requirements:
* Knowledge of networks, database, or operating systems, PC/LAN/WAN, Citrix/VDI, telecommunications technologies, and information security technology
* Strong analytical skills and attention to detail
* Excellent communication skills both written and oral
* Good project management skills
* Good interpersonal skills essential to successfully service clients and maintain good working relationships with partners
* Good working knowledge of and troubleshooting experience in Office 365 (on prem and cloud), Outlook, Lotus Notes, and SharePoint
Experience and Qualification:
* A bachelor's degree or its equivalent
* Minimum 1-2 years' of technical experience in operating systems, database, telecommunications, PC, LAN, WAN, and data security technologies
* Good understanding of ITIL, Citrix, VDI/VM, Windows servers, MS O365
* ITIL, MCSE, MCSA, and CCNA certification a plus
* Working knowledge of Service Now System tool a plus