The Systems & Requests Analyst will be responsible for the overall Imaging Process within the Helpcentre. Their role will be to ensure that all Planned Re-imaging is completed with a high level of accuracy. They will ensure that all documentation is kept up to date and in the relevant Knowledge Base. They will cover for the Planned Work Co-ordinator where necessary and work closely with IT to ensure that all builds are thoroughly tested before distribution. On occasions the Systems & Requests Analyst will also be required to work with other Zonal departments in project work, testing, improving processes and creating documentation.
Main Duties & Responsibilities
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Carry out customer re-images and pc health checks as required
Manage the HEAT Service Request list and ensure all work is carried out
in a timely manner in line with KPI’s and SLA’s;
Assist on planned work
projects and any other ad-hoc work as required, to improve efficiency and
Track hotfix deployment by
Upgrades Team and ensure image documentation is updated
Ensure that HC Trainer is kept informed of any changes to process to
enable accurate training to be delivered
Work closely with IT and Technical Services to ensure that images are
thoroughly tested and that all Engineers are in possession of the current
Ensure that HEAT is kept up to date and all work is logged accurately
Continual learning to keep up to date with new software or hardware
Escalate any technical issues to Management Team and Team Leaders where
Deputise for the Projects
& Deployment Co-ordinator where necessary
Actively seek new methodologies and processes
to improve working practices
Minimum 1 year experience in a technical helpdesk environment
or strong technical skills coupled with experience of working in the
Excellent analytical skills with the ability to trace and resolve
technically complex problems.
Good IT knowledge, specifically relating to PCs and networks.
Planning and organisational skills; able to establish efficient and
appropriate plans for self and others and adapt quickly and effectively to
unexpected changes whilst still ensuring objectives are met.
Customer service; understands and responds to customer needs (internal
and external) and exceeds expectations where possible.
Communication and team working; works co-operatively with others to
achieve a common goal and communicates information in a clear, concise and accurate manner.
Problem solving and decision
making; analyses information
appropriately in order to find best solutions and takes a balanced view to
reach logical conclusions and make relevant decisions.
Commercial and organisational focus; demonstrates understanding of overall business and commercial issues facing company.
to results; is committed to obtaining results through
taking responsibility, demonstrating a positive attitude and ensuring quality is built into work.
IT related HNC/HND
SQL script writing
· EPoS skills/Zonal
If you wish to apply for the role, please e-mail your CV to email@example.com stating your current salary and a brief summary outlining your suitability for the role or apply now by hitting the button below.
If you require any further information please contact our Human Resources department via firstname.lastname@example.org
Statement to Third Party Agencies
To ALL recruitment agencies: We only accept CV's from agencies on the Zonal group preferred supplier list. Please do not forward resumes to our applicant tracking system, any Zonal group employees, or any Zonal office. Zonal is not responsible for any fees or charges associated with unsolicited CV's.