Job Summary: We seek a Service Support Analyst to manage relationships with third-party IT infrastructure suppliers and facilitate communication between users and suppliers within a cloud migration project.
Duties:
* Provide first contact support for ITIL functions, including requests, asset, change & problem management.
* Liaise with 3rd party IT infrastructure suppliers and other service providers as required.
* Communicate IT system and service activity to business areas.
* Complete Information Security and Data Protection control checks.
* Respond to Cyber Security alerts from the Security Operations Centre (SOC).
* Triage service requests and raise tickets with internal and 3rd parties.
* Manage and report on 3rd party technology supplier responses to incidents, requests, changes and problems.
* Perform ITIL based service processes including 3rd Party management, Change Management, Cyber Security user communications, training, reporting and tests.
* Provide support to deployment and use of user desktop devices and tools.
* Conduct risk analysis on incidents and escalate as appropriate.
* Maintain hardware and software inventory.
* Monitor real-time email security controls.
* Perform technology rollout support to infrastructure implementations.
* Employ and maintain a user technology joiner process and provide IT induction training for new joiners and IT exit processes for leavers.
* Complete user access control tasks for systems and applications.
* Ad-hoc tasks as required.
Competencies:
* Up-to-date data security knowledge.
* Ability to distil clear requirements from business requests.
* Ability to document solutions, processes and procedures.
* Understanding of change management principles and processes.
* Up-to-date awareness of cyber security developments.
* Good communication and problem-solving skills.
* Ability to work as a member of a team.
Requirements:
* Degree level or equivalent.
* Excellent communication and analytical skills.
* Understanding of IT infrastructure and systems.
* ITIL methodology.
* Knowledge of Information Security and Data Protection principles and practices.
* Experience within financial services, preferably life and pensions.
* IT office environment technology and communication skills.