Job Title:	Service Desk Analyst (2nd Line) - Lincoln
Reporting to:	Prolinx Service Delivery Manager (On-Site)
Date:	September 2009

 

Brief overview of the role:	The Site based IT Technician will be part of an IT administration team delivering 2nd Line Incident and Problem management in support of an on-site service support desk on a shift-rota/callout basis.   The role will involve being responsible for all network administration tasks and issues, including configuration control of network and software applications, server support tasks and Storage Area Network (SAN) management. Additional tasks will include user access and data management, provisioning software remotely as part of a RFC process, management of data backup/restoration and the tasking and management of external resolving agents. Ideally, we are looking for an experienced individual with skills sets in and across this range of activity.   We are working with some very up to date advanced technologies including some leading edge highly secure access devices.
Key Skills Experience & Knowledge:	Key Skills ·         Proven experience/responsibilities across a number of IT functions/disciplines: o    Day-to-Day management and administration of network services and servers. o    Understanding of Change Management ? IMACs to both remote provisioning of hardware and software build management. o    Asset Management ? preferably having configured and managed an asset database. o    Problem Management ? 2ND Line service support in a W2K3 Environment.  o    Monitoring of network servers using Microsoft Operations Manager (MOM) Experience in Reflex deployment server and Microsoft System Centre Configuration Manager 2007. o    Experience in Management of configuration control of network assets and software applications. o    Coordinate and deploy the rollout of server and workstation patches. o    Integrate deploy software upgrades fixes and new software applications. o    Server support tasks including management of backups and Storage Area Network (SAN) infrastructure. o    Manage and Maintaining the health and availability of on-site messaging infrastructure. o    Experience in the managing a live Anti-Virus solution including patching incident reporting.   o    Ability to build strong internal/external working relationships with resolving agents. People Skills ·         Customer Facing Skills in a Service Environment. ·         Ability to interact at all management levels. ·         Good communicator. ·         Ability to produce clear and concise working processes and procedures. ·         Able to proactively work under their own initiative to deliver the contracted level of service to the customer. Experience & Knowledge ·         Knowledge of MoD station structure. ·         Experience and Knowledge of an Active Directory network environment. ·         Building effective business relationships with customers.
Qualifications and Experience:	·               Demonstrable knowledge and experience in the following applications: o    Windows Server 2003 Environment o    Active Directory Network Service o    Microsoft Exchange Server 2003 o    Microsoft Operations Manager (MOM) o    Microsoft System Centre Configuration Manager 2007 o    Microsoft Office 2003 Suite o    Windows XP desktop o    McAfee ePolicy Orchestrator (ePO) o    McAfee Groupshield o    Reflex Disknet Pro o    Storage Area Network Management o    Sunrise service desk tool o    Remedy service desk software ·         Experience in Quest Software Products would be an advantage. ·         2 years plus proven Active Directory management experience. ·         Knowledge of MoD working practices and associated ?acronyms?.

 

** denotes mandatory requirements

 

Equal Opportunities

Prolinx does not discriminate on the basis of race, religion, colour, sex, age, disability or sexual orientation. All recruitment decisions are based solely on qualifications, skills, knowledge and experience and relevant business requirements.

 

 

The Job Holder will understand the regulatory, fair trading and competition rules relating to their work sufficiently to be able to comply with them, relying on their knowledge or on their ability to recognise that they will need specialist support.

 

The Job Holder will actively support at all times company policy and best practice in the area of security, with particular emphasis on the protection of sensitive customer information. This includes the Security requirements of our customers.