User Technology Analyst at Ninety One

In this role you will:

• Provide second and third-line technical support to multiple teams across different locations, specializing in application software and hardware troubleshooting.
• Support regional and global workforce both on-site and remotely by utilizing diagnostic tools, extensive troubleshooting, and targeted questioning to effectively identify and resolve technical issues.
• Field a high volume of end user calls received through various channels (email, Teams, walk-up, phone), ensuring accurate and consistent logging and updating of all incidents and requests.
• Deliver clear communication and instruction to users, guiding them through IT-related problems and solutions.
• Resolve incidents within Operations Level Agreement (OLA) and Service Level Agreement (SLA) timeframes.
• Maintain the technical knowledge base by creating, editing, and publishing articles to confluence for future use.
• Escalate unresolved issues to appropriate internal teams while taking ownership of tickets and driving them to resolution.
• Keep incidents, service requests and problems up to date with all relevant information on an ongoing basis.
• Continuously and consistently update users with status information regarding their tickets, ensuring effective follow-up.
• Conduct post-resolution follow-ups with users to ensure their IT systems are fully functional, meets their needs, and efficiently manage multiple open issues simultaneously.
• Liaise with external data providers and vendors to ensure resolution of incidents and problems.
• Manage IT supplies, including headsets, monitors, desktops, laptops, and mobile devices, while maintaining and updated asset register.
• Cultivate positive customer support experience and build strong relationships with stakeholders throughout the organisation.
• Provide after-hours and on-call support on a rotational basis, ensuring consistent availability for urgent technical assistance.
• Adhere to support standards, policies, and procedures.
• Share knowledge, ideas, and best practices with other team members.
• Maintain and protect confidentiality with regards to all aspects of caller information.
• Educate and encourage users to utilize self-service and automation tools for efficient issue resolution.
• Install, configure, test, and roll out of PCs, laptops, tablets, mobile phones, and printers.
• Process a practical mindset while following established processes and procedures.
• Ensure end to end fulfilment of processes related to new starters, leavers, and transfers, including IT orientation on their first day.

You should consider applying if you have:

• A minimum of 3-5 years of experience working in IT support.
• A relevant degree specialising in IT is highly desirable.
• Hold certifications or relevant experience in A+, N+ and areas such as Microsoft Office 365, Windows10/11, Azure, Intune, OneDrive, SharePoint, and Teams.
• Proficiency with Mimecast, anti-virus software, Citrix, Microsoft Office 365, MDM technologies like Microsoft Intune and cloud technologies such as OneDrive for Business.
• Proficiency in installation of market applications such as Bloomberg, FactSet and ThinkFolio.
• Strong background in scripting, including experience with automation of tasks using PowerShell or SCCM.
• Proficiency in patch and vulnerability management solutions advantageous.
• Proficiency in Service Now or similar ITSM toolset.
• Ability to work independently and collaborate effectively within a team and possess a tech-enabled mindset.

Some of the attributes we look for in a person are:

• The ability to build and maintain meaningful relationships.
• The ability to ‘approach and own’ and continuously looks for opportunities to develop.
• Ability to recognise and embrace change.
• Ability to analyse, interpret and assimilate information.