Systems Analyst - 19-06861 in Louisville, KY at Genesys Talent LLC

Date Posted: 1/2/2020

Job Snapshot

Job Description

Icon has an immediate need for a Systems Analyst for a 12 month contract in Louisville, KY (40202). This position offers the possibility of extension and/or conversion to full-time employment, and pays up to $38/hour depending on experience. 

Job Summary:
To resolve, promptly and effectively, whilst demonstrating applied technical efficiency all support calls relating to desktop software/hardware, installation and maintenance while demonstrating and delivering excellent customer service throughout. Additionally, maintain all relevant procedures and documentation, proactively identify recurring patterns and resolve, wherever possible by implementing long-term corrective action.

Key Responsibilities / Duties:

• Investigate faults relating to desktop applications and their configuration, identify and implement appropriate solutions.

• Respond promptly and effectively to calls concerning any query or issue regarding software and hardware used within Invesco that the Technology Support Services group has responsibility for.

• Demonstrate and deliver excellent service to all clients at all times.

• Complete software/hardware installs, upgrades, adhoc project activity, moves and roll outs as and when requested, to the satisfaction of all parties involved. This includes patching and first-line telephony responsibilities.

• Maintain a central library for the applications that the TSS group has responsibility for, including reference manuals, installation guides, etc.

• This includes keeping our hardware inventories, application profiles, procedure databases and the Technology knowledge center up to date and current.

• Call management, includes logging and taking ownership, updating, closing calls correctly, using the appropriate categories and escalating when appropriate.

• Analysis of calls, this includes proactively monitoring and investigating statistics, looking for trends and patterns to identify recurring problems to enable root cause analysis.

• Liaise regularly with Technology management, all Technology support areas, the Service Desk and business partners in pursuit of best working practice for our team and client base.

• Assist to deliver our BR obligations.

• When requested provide intelligent hands-on support for all areas of the Infrastructure Services Group.

• When advised, act as the lead coordinator for all desktop enquiries relating to assigned project activity.

• Act as a mentor for the more junior members of the team, offering guidance, coaching and support.

• When instructed act as a deputy for the Technology Support Services Team Leader.

Work Experience / Knowledge:

• Specialist experience in a business partner facing desktop support role, preferably gained within the Financial Services sector and/or a highly pressured environment.

• 3+ years experience in a desktop support role or equivalent technical role.

• Up to date knowledge of the technologies, equipment and software appropriate to the business, including Windows operating system platforms, Smart devices, Microsoft Applications and Network Fundamentals

• Basic Audio Visual experience

• Network and Telephony patching experience.

• Subject Matter Expert in at least one desktop support related discipline.

• Proven track record of success coupled with proven knowledge of industry best practice for desktop support and service delivery.

• Knowledge of ITIL V3 Foundation.

Skills / Other Personal Attributes Required:

• Leadership and coaching skills.

• Demonstrate commitment and ability to provide exceptional service to internal clients, at all levels.

• Excellent communication skills with the ability to understand and converse in English.

• Self motivated, enthusiastic, approachable and people oriented.
Formal Education: (minimum requirement to perform job duties)

• College Degree or equivalent Experience

• MCSE grade or equivalent experience.