Technical Support Analyst

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About the role FUNCTION OF DEPARTMENT

Information Technology Services’ (ITS) role is to provide IT Services to the Crown Agents Group internationally. Our objective is to ensure that IT activity undertaken by and for the group is to appropriate levels of quality, cost effective and risk awareness.

MAIN JOB PURPOSE

Crown Agents have outsourced the provision of IT Infrastructure and IT Support Services to CDW and Technical Support Analyst will be the ‘smart customer’ to CDW, triage any escalated user issues, resolve on site physical and fix if appropriate and support the relationship with CDW.

MAIN RESPONSIBILITIES OF JOB

Triage and resolve hardware and application issues

(Outside the scope of CA IT provider)

To take ownership of user problems tickets assigned by CDW, performing the technical diagnosis and fixes on-site issues Manage and resolve issue, via direct communication with the CDW on behalf of the user, via escalation with CDW management, or by getting this issue fixed by a third party, CA IT Staff or directly. Therefore, general knowledge of IT infrastructure with the ability to rebuild end user computing is essential. This will include the support of physical IT services, including video conferencing, CA networks, server room maintenance and management of IT assets. Liaison with CDW on issues and any on-going problems to improve the general IT support service Provide guidance and advice to business users on technical aspects of service management and technical delivery IT Security

To enhance and maintain device and user security Manage and lead on use of Intune to drive security policies on user devices and CA data/information Monitor, oversee and maintenance the anti-virus process for all end user devices IT Assets Manage

Managing CA end user devices, building and refurbishing where required, using Intune to enhance and automate the process Application and system integration support

Provide backup and support to the to ensure system integration process run smoothly Provide backup to report write role to create client reports or dashboard. IT Infrastructure Rationalisation

Be the smart customer to CDW in managing the rationalisation of the CA Server and database estate, resulting in performing systems and reduction in total cost of ownership. General

Be aware of and adhere to company quality standards and procedures in accordance with Crown Agent’s commitment to working to the highest quality standards and striving for continual improvement Safeguarding

Be aware of and compliant with all the standards following Safeguarding procedures and policies. Promote Crown Agents’ speak up culture in order to protect the welfare of children, young people and vulnerable adults Location: London

Contract: 1 year fixed term (maternity cover)

About you Qualification – Graduate in IT or equivalent experience

Experience – Typically, 1+ years’ experience in IT Services provision in a corporate setting with technical support experience

About us You’ll be working with Crown Agents which is a high impact social enterprise passionate about transforming the future for millions of people. Since our creation in 1833 we have worked across the globe to improve public services and drive economic growth. Our expertise is finding new solutions to difficult problems for clients in the areas of health, governance, economic growth, humanitarian action and supply chain services. We work with and train leaders at local, national and international level to achieve lasting change drawing on our insight and experience.

Crown Agents is committed to diversity and will promote diversity for all candidates at all times as well as a business culture that reflects that belief. Crown Agents will treat everyone equally irrespective of race, religion, colour, sex, age, national origin, disability or sexual orientation, and places an obligation upon all staff to respect and act in accordance with the policy. Crown Agents shall not discriminate unlawfully when deciding which candidates are selected for interview, or in any terms of employment, and will ensure that each candidate is assessed only in accordance with their merits, qualifications and abilities to perform the role. Crown Agents is committed to being an organisation enhanced by diversity and encourages applications from anyone who shares our values and commitment to improving the lives of communities affected by poverty or conflict.

About what’s on offer Crown Agents offers a competitive benefits package.

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