IT WORKPLACE SUPPORT ANALYST

  • Gazprom

Job Description

The person in this position is responsible for the support of all workplace devices and services to end users across the group. The role is technical but service orientated with a business focus. About us Gazprom Marketing & Trading (GM&T) is a subsidiary of the Gazprom group – the world’s largest gas producer and one of the world’s largest energy companies. Headquartered in London, GM&T operates to provide Gazprom group with a global marketing reach, round the clock operational coverage and excellent customer service. Established in 1999, GM&T has grown from a single office in London into a truly global organisation, with around 1000 employees worldwide. With offices in Europe, Asia and the USA, GM&T trades energy commodities including gas, power, oil, LPG, helium, emissions, LNG and FX and also operates a retail business, trading as Gazprom Energy. Our culture is defined by our people. Through living our values every day we continue to create a culture that enables us all to succeed. We work as one team with our customers, our parent company and each other in order to understand each other’s needs. With an unstoppable passion for excellence, growth and learning, we’re committed to creating an environment that fosters the development of knowledge, skills and experience, so that our people can thrive and prosper in their careers with us. We believe that we have the best team in the industry which makes us a trusted partner across international capital and energy markets. Our diverse employee base, with a wealth of expertise, knowledge and experience makes GM&T a truly exciting place to work. We encourage new ideas and initiatives as innovative thinking is central to how we do business. Most importantly, we are a growing and developing business where inspired individuals can make a difference and help shape our future. Global Infrastructure and Operations Global Infrastructure and operations are responsible for all Infrastructure Services, First Line Services and Workplace Services across over 15 locations. Functions include Networks, Servers, Database, Desktop Support, Change Control, and Service Management. The teams are responsible for all day to day operational activities of 4 Datacentres, over 10 Offices and over 1700 users. The infrastructure they support is critical for both the Trading (GM&T and WINGAS), Retail (GE), and parent operating company (GPG) businesses. They work closely with the Programme Delivery team to assist in the delivery of the portfolio of projects as determined by our business colleagues. Role objectives The person in this position is responsible for the support of all workplace devices and services to end users across the group. The role is technical but service orientated with a business focus. The environment suits a candidates with a flexible approach and comfortable with a fluid organizational structure where teamwork at a local and global level is critical. Self-sufficiency with the ability to work under minimal supervision and a strong focus on continual service improvement. Pro-active to identify any breaks in the support process, enthusiasm to take ownership of new work activity and the desire to work with Service Delivery Managers to drive continual service improvement. Duties & Responsibilities The IT Workplace Services role and responsibilities within GM&T IT are broad: Managing and providing excellent customer service to all IT Workplace Service Requests and Incident tickets, and ensuring that support tickets are actioned within the defined Service Levels, customers are kept updated and expectations are exceeded. Providing first-line fix where appropriate or delegating tasks where this is not possible; Performing routine health and operational checks on a wide range of work place IT devices and environments; Desktop, Laptop, Telephony, meeting room equipment, video conferencing, audio visual, printers and print services Ensure that colleagues across the Global IT Workplace Services team are kept informed of incident progress and that relevant tickets are updated; Manage all incidents through their life-cycle with the emphasis on improved service excellence, increasing end-user uptime, issue prevention Provide support to business projects as appropriate; Provide administrative support to managing relevant software and hardware procurement, deployment, license responsibility and equipment inventory tracking; Ensure that relevant documentation (Policy/Process) are followed and created/updated accordingly; Participate in associated support activities (e.g. shipping hardware parts to vendors, moving computer equipment etc.); Other duties as the Global IT Workplace Services Team Lead may define from time-to-time. Opportunity to play a role within the on-call support Rota Work with the Service Delivery Manager to identify areas for improvement both technically and from a customer service perspective. Take ownership of support activities where required Work towards service level objectives Skills & Competencies Knowledge and experience in PC hardware configuration; Remote access support skills; Experience of using IT Service Management ticket logging tools Familiar with office equipment support; Good understanding of current legislation and industry standard information security principles Excellent interpersonal and team skills; Excellent customer service skills. Business experience: Demonstrable experience of working in a fast-paced, pressurized environment; Relevant experience of the trading, financial or energy sector preferred. Knowledge and experience in installing and supporting MS Windows and MS Office products, as well as other relevant software; Fluent in German and English Experience Client Support: Windows 7/8/10; Office 2007/2010/2013/2016 x32/x64 (including Visio and Project); Deployment using MDT and/or SCCM; Microsoft Service Manager or similar ticketing system; First line support of SAP; RSA SecurID; Remote access/VPN technologies; Antivirus software; Awareness of bespoke line of business applications; Video conferencing equipment, Tandberg, Microsoft Lync; Printing infrastructure including follow me printing; Variety of desktop and laptop hardware and peripherals; Mobile Device Management Support Active Directory user/group management; Exchange 2010/13 user/group management; Initial troubleshooting of application hosting technologies such as Citrix XenApp server, Terminal Services Education Degree level education (Computer Science preferred) or relevant experience. ITIL v3 Foundation