Technician (ISOS)Apply for this jobLocation: Datacentre, 8 Glenogle Road, Scotland Salary: £19,895 - £38,395 depending on exp Closing Date: 19-Mar-2010 Introduction and Background An exciting and challenging opportunity has arisen within ISOS Service Desk for an IS technician to join this dynamic area. We are seeking a motivated technician to work as part of a large team of technicians to work on projects, apply technical knowledge and skills (in line with relevant ITIL and CobiT principles) and contribute to the restoration of service ensuring that the availability and performance of IT systems and services is maximised for Standard Life Group and external customers. The Service Desk is operational 24/7 and as such you will be expected to participate in 24/7 technical service support, (either as on-call, standby or as part of a shift pattern) to provide continuous IT system operation. You will be a dynamic self-starter who enjoys challenges and the opportunity to learn new technologies. You will understand the needs of your customers and ensure that appropriate priority is given to their requirements, collaborating with other teams where required. You will be articulate in verbal and written communication, with the ability to deliver complex technical data in an easy to understand manner. By taking ownership of problems raised you will ensure that solutions agreeable to all interested parties are reached in a timely manner. Whilst being able to work independently, you will also be able to work as part of the broader team, contributing positively to the team, building trust and encouraging teamwork and using skills and expertise of others to best advantage and to follow team processes. Key Responsibilities and Technical Criteria Required • Technical problems, incidents and issues addressed within area of expertise and through collaborating across IS teams, to ensure continuity of IT services delivered to agreed service levels. • Systems infrastructure (hardware and software) maintained and administered in line with IT policy, to enable the provision of optimum service across Standard Life Group and for external customers. • New and enhanced systems infrastructure tested, accepted, approved and implemented to ensure smooth implementation and to safeguard the existing production service. • Configuration Management information for IT systems infrastructure documented and proactively maintained, to ensure consistency and to safeguard the existing production service. • Technical problems managed through to resolution, root cause investigated and eliminated, to ensure that the quality of service is maintained, the level of occurrence is reduced and the Company receives maximum benefit from the investment in Information Technology. • Processes defined, maintained and operated for business as usual work within area of specialism, ensuring that these are in accordance with best practice and any compliance requirements. • Ongoing relationships supported both internally with colleagues and externally with 3rd parties by using clear written and verbal communications, ensuring that expectations of service are appropriately set and met. • Change Policy adhered to, raising, assessing and approving changes in a timely manner, ensuring compliance with policy. • Ensuring that the impact of unexpected change or failed change is mitigated so that the change process is as efficient and seamless as possible. • Controls implemented and maintained to manage or recover the delivery of services in the event of unplanned disaster or major outage, to ensure providing continuity of service is achieved Essential Criteria • Broad range of experience in an IT environment • Broad understanding of a range of technologies and systems. • Expected to be knowledgeable in the application and use of ITIL best practice and CobiT controls. • Excellent communication skills, verbal and written. • Proven experience of working with Microsoft Office software including Excel and Word. • Previous experience of managing relationships in a multi-disciplined organisation. • Proven problem solving abilities. Desirable Criteria • Project management awareness • ITIL Foundation Certification. • Exposure to IT development lifecycle. • Previous experience within a 1st or 2nd level support environment. • Educated to graduate level or equivalent. Key Personal Criteria Required Analytical Thinking You will enjoy solving problems, being challenged and will be able to see the bigger picture. Communicating and Influencing You will need to be confident and be able to communicate effectively with people at all levels. Good written communication is essential. Preference for Action You will enjoy working on your own initiative to make things happen and will take an independent approach to your work. Your quick thinking will allow you to anticipate and prepare for future events. Teamwork This role will require you to take a flexible and collaborative approach to your work and contribute effectively to the team effort. Decision Making and Judgement You will be a confident decision making, knowing what information you require to make a sound decision and using your sound judgement to help you decide what course of action to take. |