Service Desk 3rd Line Support Analyst (Salisbury)


Job Title: Service Desk 3rd Line Support Analyst
Salary band: dependent on experience
Department: IT Reporting To: Service Desk Manager
Based: Salisbury



Job Purpose:

  • Reporting to the Chief Architect, this is a challenging and varied role which provides the opportunity to use discretionary behaviour, negotiation skills and exercise strong technical knowledge and ability
  • Directly assisting, and liaising with, the Chief Architect on Governance and Technology strategy matters
  • Key resource responsible for ensuring alignment between changes to the IT environment and the agreed IT Strategy


Role Dimensions:

This is an exceptional opportunity for an Individual with strong experience working within a Service orientated Service Desk environment with a solid understanding of Windows and Citrix Platforms. The Individual will be responsible for working within the Service Desk team assisting the current first and 2nd line teams, managing day to day support issues, but with the experience and responsibility to resolve complex Incidents and Problems.


Main Accountabilities:

The key responsibilities of the role include:

  • Provide 3rd line technical support
  • Support users remotely as well as an expectation to cover onsite support across Milton Keynes, London and Bristol
  • Maintain a high degree of customer service for all support queries and adhere to service management principles
  • Implementation of an automated build platform utilising WDS
  • Take ownership of problems, pro-active when dealing with issues until resolution
  • Provide exceptional Service Support and Customer Service to the Business, via Deskside Support, Email and Telephone
  • Escalate more complex calls to Infrastructure support
  • Carry out daily client system checks, reporting to IT Service Desk Manager
  • Create, manage and evolve Polices, Processes and Procedures
  • Create, manage and transfer Knowledge
  • Produce Trend Analysis reports
  • Ensure appropriate standards and procedures are adhered to during the development process of what? to support a quality deliverable to James Hay
  • Specialist for all apps, infrastructure
  • Manage relations with all supplier and vendors


Job Dimension/Scope:

The role requires the Individual to have the willingness to assist in supporting all aspects of the IT Service Desk, exceptional Customer Service and proven experience working within a centralised IT Support function, supported by a solid understanding of ITIL framework. The role would consist of local, remote, telephone and deskside support with the expectation to travel when required to other James Hay sites. This role requires enhanced vetting as per the Referencing and Staff Vetting Policy.


Job knowledge, skills, qualifications and experience required:

Skills and knowledge of 3rd Line Support Analyst

  • Flexible, pro-active approach as a proven self-starter
  • Experience of automated build, WDS, MDT & WSUS
  • Team player who can work under their own initiative to complete tasks in a timely manner
  • Ability to work on individual projects against set targets
  • ‘Hands on’ approach and a willingness to take ownership of issues until resolved
  • Extensive knowledge of managing Active Directory
  • Microsoft Exchange experience
  • Citrix Administration Experience
  • Good working knowledge of Citrix, Microsoft based operating systems and MS Office
  • Experience in implementing centralised automated toolsets for local and remote desktop management
  • Developing automated laptop \ desktop build
  • General Local Network administration and troubleshooting, TCP/IP and WAN/ LAN /Wi-Fi
  • Experience using \ configuring follow me printing or similar
  • ITIL Certified


Key working relationships and external/internal contacts:

All users of IT throughout the company and Service Desk members of staff. Some contact with colleagues in IT and external suppliers


James Hay Values:

  • Thinking Investor
  • Working as a Team
  • Doing the right Thing
  • Taking Responsibility


James Hay Behaviours:

  • Confident
  • Professional
  • Progressive
  • Engaging


Investor Outcomes:

  • Outcome 1 - James Hay is a safe and secure business to use for my retirement and wealth management needs
  • Outcome 2 - I am confident James Hay acts with integrity and ensures my interests as an investor are first at all times
  • Outcome 4 - I can easily log-in 24/7 to use a stable and reliable platform
  • Outcome 10 - If James Hay causes something to go wrong, I know they will fix it on a timely basis and look after me