The Trainee Analyst will join the Global Operations Team, providing essential first-level support services across all lines of business. The role requires a basic understanding of applications and infrastructure systems to identify, analyse, and resolve various technical issues. Successful candidates will exhibit a polite phone demeanour and the ability to communicate effectively with non-technical customers. Responsibilities include logging support tickets accurately, generating reports, and assisting other Operations Centre staff as required. This position may require occasional non-business hour commitments to provide ongoing system and application support. The duties of this role will encompass ensuring all requests and calls are logged promptly, maintaining an accurate record to facilitate management analysis, and providing first-line support to both local and remote staff. The Trainee Analyst will work closely with the Operations Centre Manager, keeping them informed of any critical issues and reviewing progress on logged tickets daily.
Job Duties:
- Log all user applications and infrastructure requests and calls in a timely manner.
- Provide first-line support over the phone and, when necessary, desk side.
- Escalate issues to appropriate internal or contracted external support when needed.
- Keep users informed of the status of their calls via phone or email.
- Update the Operations Centre Manager on critical issues or user complaints.
- Perform troubleshooting and repairs on various equipment, including desktops, laptops, printers, and scanners.
- Ensure all system changes are authorised and comply with the prevailing Change Control Policy.
- Identify and raise any risks with the Operations Centre Manager.
- Support the monitoring and response to system alerts.
- Occasionally cover for colleagues in their absence and work non-business hours as needed.
- Maintain the equipment asset register and support auditing and tracking of Operations assets.
- Build positive relationships with business users and share knowledge with the Operations Centre team.
- Assist in aligning applications and infrastructure services to meet the needs of business users efficiently.
- Undertake any other tasks as requested by the Operations Centre Manager or Associate Director.
- Be adaptable in communicating support requirements, issues, and actions as per individual situations.
Job Requirements:
- Basic understanding of applications and infrastructure systems.
- Experience in providing first-line technical support.
- Strong verbal communication skills, particularly over the phone.
- Ability to log and track support tickets accurately.
- Familiarity with troubleshooting desktop and peripheral issues.
- Understanding of Change Control Policy and risk management.
- Flexibility and adaptability in communication and task execution.
- Willingness to work non-business hours if required.
What You’ll Love:
This role offers the chance to play a key part in maintaining and enhancing the jurisdiction’s reputation. You will work in a collaborative environment with opportunities to develop your skills in technical support and operations management. The organisation values professional growth and offers ample opportunities for training and career development.
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