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Workplace Support Analyst

Reports toGlobal IT Service Delivery ManagerTypeContractor 
AreaITLocationLondon
Posted05/01/2017  
 
 

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.

Role objectives

The Workplace Support Analyst will be part of the Global Workplace Services team responsible for the support and customer service of desktop, laptop, mobile devices, video conferencing and print services. They will be operating in a very fast moving and often intense environment where excellent communication and calmness under pressure is essential. 

Duties & Responsibilities

 

  • Managing and providing excellent customer service to all IT Workplace Services Service Requests and Incidents.
  • Providing first-line fix where appropriate or delegating tasks where this is not possible;
  • Trade floor and non trade floor support
  • 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

Skills & Competencies

  • Knowledge and experience in installing and supporting MS Windows and  MS Office products, as well as other relevant software;
  • 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.

Experience

  • Knowledge and experience in installing and supporting MS Windows and  MS Office products, as well as other relevant software including mobile devices;
  • 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
  • Demonstrable experience of working in a fast-paced, pressurised environment;
  • Relevant experience of the trading, financial or energy sector preferred.
  • Client Support:
  • Windows 7/8;
  • Office 2007/2010/2013 32/64bt  (including Visio and Project);
  • Image creation and deployment using MDT and/or SCCM;
  • Service Manager similar ticketing system;
  • Financial application support, Reuters, Bloomberg, Crest, Swift.
  • RSA SecurID; Remote access/VPN technologies;
  • Awareness of bespoke line of business applications;
  • Video conferencing equipment, Tandberg, Microsoft Lync;
  • Printing infrastructure;
  • Variety of desktop and laptop hardware and peripherals;
  • Blackberry Device support and administration using BES V5;
  • Familiarity or some experience:
  • Data back-up and recovery technologies;
  • Knowledge of fundamental networking/distributed computing concepts
  • Active Directory 2003/2008/2008 etc;
  • Exchange 2003/2007 and ideally 2010/13;
  • Application hosting technologies such as Citrix Xenapp server, Terminal
  • Systems Centre Configuration Manager;
  • Microsoft Deployment Toolkit and Windows Deployment Server;

Education

  • Degree level education or equivalent (desirable) or relevant IT and Business experience work experience.
  • ITIL v3 Foundation