ICT Support Analyst

ABN AMRO ,
Haywards Heath, West Sussex
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Overview

ABN AMRO Asset Based Finance, N.V. (ABF) located in Utrecht (the Netherlands), is internationally cross border organised and has operating companies in Germany, France, the United Kingdom and the Netherlands. ABF is a specialised business company within ABN AMRO. In the UK, the company consists of approximately 190 FTEs. In the UK, ABF is positioned between the high street banks and the independents, with the balance sheet and structuring capabilities of a high street bank and the flexibility of an independent. ABF’s market share in UK is just over 2%, with the ambition to grow to 5%. The CIOO Technology Services & EUC department consists of a variety of specialists in Information Technology. The span of the department includes ICT Infrastructure, ICT Service Desk roles and ICT Software Development Roles. The department operates "Cross Border" to centralise the ICT function of Infrastructure, First & Second line support to the business in a standardised and harmonised approach. This centralisation is not physical as members of the CIOO Technology Services & EUC team are located in multiple offices within NL, UK, DE & FR. Purpose of the Job: Purpose of the job The role of an ICT Support Analyst is a First Line Support position, providing high quality, effective and professional, Customer focused, services to both internal and external ABF clients. The role also requires that the ICT Support Analyst contribute to the company objectives by ensuring resilient and accurate running of the daily business processes. To collaborate within the central function of CIOO Technology services cross border - To respond to incidents using the predefined incident management process To operate and support the ABF ICT environment in accordance with the installation designs and to ensure accurate, complete and successful processing of each day’s production process. To configure and install equipment and software for use within ABF ICT environment as per designs. To provide a high quality and sensitive technical support service to all end users of ABF ICT systems and facilities. To create and maintain documentation of any and all changes to established configurations and procedures that may be required to support ABF’s ICT environment, in accordance with established Change Control procedures To maintain ABF’s ICT environment by performing periodic security checks, in close cooperation with the Quality & Control team, general housekeeping and testing tasks, as defined by established procedures To ensure the integrity and security of all data held within ABF’s ICT environment by ensuring data back-ups are conducted in accordance with established operational procedure and established standards, maintaining complete, accurate, and up-to-date records. To monitor and review access to ABF’s ICT Environment (internal and external), reporting all security violations to the Manager Infrastructure Services & EUC and/or the Director Technical Services. All activities to be conducted in close co-operation with the Quality & Control team. Where required, to prepare and distribute all production output in accordance with installation standards. - To source and monitor the use of consumable products directly related to ABF’s ICT environment at a competitive price, and in close co-operation with Quality & Control procurement management. - To promote the efficiency and effectiveness of ABF’s ICT environment, facilities and resources to all parties within span of contacts. Attending and taking part in internal and external training courses as required. Willingness to occasionally work outside of normal business hours as part of local support desk schedule or to support other ICT activities, projects, or countries. Ability and willingness to work and travel internationally Any other duties that may be allocated from time to time by the Director Technology Services or ICT Manager Infrastructure Services & EUC. Knowledge and Experience Higher Level Education Minimum 2 Years’ Experience in a multiuser ICT environment preferably in a financial organisation. Excellent English oral and written communication skills Knowledge of the ITIL framework and Incident / Change management (TopDesk) Knowledge of Agile / Scrum Methodology Microsoft Active Directory. Windows Desktop OS. Windows Server OS. MS Office. Knowledge of Microsoft Exchange Administration Knowledge of Citrix Administration Knowledge of VMware Administration Knowledge of Endpoint protection Software Knowledge of Backup Technologies

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