IT Support Analyst

At a glance

The IT Support Analyst is positioned in the UK Chief Operating Office (COO) department and has a hierarchical and reporting line to the Head of IT, UK Branch. The Head of IT, UK Branch has a reporting line to the Head of Global Governance & Organisation (GG&O) for Platforms and Technology related activities, and a reporting line into the UK COO for Chief Information Officer (CIO) related activities.

The UK COO Office provides technical and business support functions to the business lines and functions present in the UK, with the goal of enabling the smooth and efficient running of the organisation.

The Department is accountable for IT services (Platforms and Technology and Information Security) in collaboration with the central Innovation and Technology (I&T) departments (incl. IT Personal and Business Banking and Functions (PBBF) and IT Wealth Management and corporate banking (WMCB)). The department is responsible for Procurement services, buildings and facilities management, and business continuity planning and co-ordination.

Your job

The IT Support Analyst is responsible for service management and providing high quality, effective and professional, customer focused, services to UK Branch and business lines/units that fall within its service management remit. The role requires that the IT Support Analyst is responsible for trouble-shooting, installation, local application support, testing, maintenance, documentation, support of all users systems and software locally.

Generally, the role is responsible for full oversight of all application and service incidents, requests, problems and complaints for UK Branch (and subsidiaries where within remit). The Senior Support Management Analyst will have a direct relationship with central support services and be involved in IT initiatives as part of the overall local and central IT strategies.

The successful candidate should have proven experience of a customer facing environment and an understanding of the service/customer relationship and the pressures this involves. Experience in receiving problem calls and taking considered actions to get them resolved within the appropriate Service Level Agreement time.

 Your working environment

At ABN AMRO we have a clear purpose: Banking for better, for generations to come. The shift towards sustainability is one of the most important challenges of our time. Supporting our clients at times that matter has always been our role and our responsibility. Together, we aim high and work towards lasting relationships that are relevant and responsible, both now and in the future. We want to be the bank that leads the way.
 

ABN AMRO is an enterprising bank with a primary focus on Northwest Europe. We serve clients in the retail, private banking and corporate banking sectors. We are also present internationally in a number of specialist activities, such as Corporate and Commercial Banking, Asset Based Finance and Clearing.

ABN AMRO UK, part of our Corporate Banking network, has established positions in Corporate & Institutional Clients, Financing Solutions (Project and Leveraged Finance), Markets (Capital Markets, Sales & Trading), Transaction Banking, Asset Based Finance and Clearing.

Our business lines are supported by a number of functions such as Risk, Compliance, Legal, IT, Finance (including Tax), Business Management and Human Resources. Our strategy requires a culture of working together and permanent learning from each other; it’s for this reason our core values of care courage and collaboration are at the heart and centre of everything we do.
 
We currently employed around 380 people in the UK.

Equal opportunities for all

The success of our organisation depends on the quality of our people and the ideas that they have. Truly surprising insights and innovative solutions for our clients result from an interplay of cultures, knowledge and experience. Diversity is therefore extremely important to our organisation. To ensure that everyone at ABN AMRO can develop their talents, we encourage an inclusive culture in which all colleagues feel engaged and appreciated.

 Your profile

•    Knowledge of ITIL framework and Incident/Change management, qualifications preferred
•    Proven experience working in IT
•    Excellent analytical and communications/written skills (verbal/written).
•    Strong inter-personal skills.
•    Experience of working in a regulated and/or financial industry
•    Ability to work in a team environment.
•    Excellent customer service skills.
•    Excellent written skills for reporting and business case preparation
•    Proven ability to work well under pressure and to multiple deadlines, practical thinker.
•    Telephone and reporting skills are required especially when liaising with third party support to achieve problem resolution.
•    Change management – adheres to correct procedures to ensure that any changes are carried out successfully.
•    Problem management – liaises with relevant parties to achieve a resolution.
•    Project management – experience of managing or working on projects.
•    Good knowledge of access control
•    Knowledge of Office365 suite, VPN and connectivity tooling, Windows Desktop OS, Endpoint protection software, Printing technologies, Agile working methodologies
•    Experience of App-Virtualisation and cloud technologies
•    In-depth knowledge of SCCM application deployment software.
•    In-depth knowledge of Print Server
•    Knowledge of Wintel systems (Servers and preferably desktops).
•    Understanding of and adherence to Change control procedures. 
•    Knowledge of Market Data and Trader Support including Bloomberg
•    Good HP/Dell hardware knowledge

Desirable Employment Experience

•    Proven restore/backup knowledge
•    Knowledge of business application support.
•    Knowledge of Automation (Monitoring and Management).
•    Knowledge of Financial Services.

What we offer

Joining ABN AMRO means working on meaningful projects. Projects that have an impact on our clients. Working with a wide range of people with different backgrounds, opinions and ideas. In the UK, in the Netherlands or elsewhere in our international network. We offer an environment where you will be challenged on a daily basis - professionally as well as on a personal level - so that you can grow to become the professional you want to be.

Interested?

For more information please contact Niki Champion, Senior Resourcing Partner, UKrecruitment@uk.abnamro.com, +44 203 192 9342.