IT Service Desk Analyst Associate

Aegon ,
Witham, Essex
More Details
Salary: From £18,000 to £31,000 per annum

Overview

Summary of Department: The IT Operations department are responsible for ensuring the availability and stability of the Aegon Digital Solutions’ Platform, on a 24/7 365 basis. Incident, Change, Problem, Business Continuity, Risk and License management processes are used to control the multiple Platform environments whilst enabling a dynamic and flexible IT service. The IT Service Management team, which resides within the IT Operations department, are responsible for the management of all IT services, which support operational business activity. This support encompasses websites, applications and services used by both our external and internal customers, which are critical to business activity. The team also provide an incident management capability and ensure appropriate activity and communications occur between the business and IT suppliers, including internal suppliers (e.g. Aegon Global Technology), to support timely issue resolution. Disaster Recovery and Business Continuity are also key considerations for the Service Management function and the team define and maintain the IT Disaster Recovery plan and IT Business Continuity Plan, while supporting the group-wide Business Continuity processes on behalf of the wider IT & Change department. The team are also responsible for defining and operating a suite of agreed controls with regard to systems, staff and processes. Summary of Role: The purpose of this role is to facilitate a suite of daily tasks, in line with agreed policies and timescales, relating to a breadth of controls operated within the team, these include: · Request Management (65%) · Review and process Staff Joiner, Mover and Leaver requests in line with related policies and procedures · Proactively maintain the Request Management queues and associated mailboxes · Review and process Software and Hardware requests in line with related policies and procedures · Risk Incident (15%) · Ensure risks incidents, assigned to the IT Service Management team, are kept up-to-date with information sourced within the wider team. · Related risk actions/tasks are captured and appropriately tracked. · Regular Controls (15%) · Track and evidence the departments adherence to IT Operations defined controls · IT Operations MI Pack Compilation (5%) · Collate the monthly IT Service Management pack, sourcing material from the Service Management Team. · Collate the monthly IT Operations Management Pack, sourcing material from the IT Operations teams. For each of the tasks detailed above, the role will liaise with internal process owners (Service Analysts, Managers and Leads), to ensure policies and procedures remain appropriate for each task. Internal Relationships: · Business Operations · IT & Change · AGT Skills: · Proficient in Microsoft Office applications · Delivering 1 st class customer service · Handling internal customer queries · Collaborating with others · Planning and organising · Attention to detail · Multi-tasking · Excellent time management Knowledge: · A basic understanding of Information Technology (Essential) · A basic understanding of ITIL processes and how they are applied within an IT Service management department (desirable) Experience: · Ability to work at pace, with a structured and organised approach (Essential) · Experience of operating in a fast-paced business environment (Essential) · Previous experience in an IT Operations environment (desirable) Qualifications: · ITIL Foundation Certification (desirable) This job was originally posted as www.totaljobs.com/job/89671716

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