Process Control Analyst - Service Delivery Analyst II

The focus of this role is to provide first level support for the company’s production environment systems.

Responsible for processing scheduled production jobs and monitoring and managing the daily operation of the Windows and Unix environments to provide efficient, courteous customer service and to ensure that service levels are met in the provision of customer support services.

• The authority to administer the Heat call logging system
• The authority to raise issues and helpdesk calls in Heat
• The authority to close calls in Heat
• The authority to escalate issues to the relevant support teams
• The authority to escalate unresolved issues to management

• Process scheduled production jobs through the IT computer systems
• Monitoring and managing the daily operation of the Windows and Unix environments
• Performing first-level diagnosis of issues and problems
• Responding to customer calls promptly, courteously and effectively
• Working, co-operating and liaising with other IT and Business Unit teams
• Ensuring relevant SLAs are met and exceptions reported on
• Logging, documenting and reporting on daily events and issues
• Escalating issues and problems to the relevant support team in a timely manner
• Escalating unresolved issues to the relevant manager
• Updating, maintaining and following documented procedures
• Contributing to the development of procedures and work instructions
• Training less experienced staff members
• Always maintaining a professional and customer-oriented manner
• Understanding and adherence to FXDMS procedures, standards and policies
• Complying with relevant legislation, regulations, standards and policies
• Assist with other work-related tasks as required by Help Desk Manager and One Up Manager
• Flexibility to work at other sites as required
• Ensure all policies, including Business Management System and Security policies and procedures are adhered to
• Ensure Occupational Health and Safety policies and procedures are adhered to
• Ensure that you, and employees within your area of responsibility, take care at all times to work in a safe manner and report workplace hazards

Key Skills:

•  Knowledge and experience in dealing with different file types such as CSV & PGP encrypted data
• Able to follow processing instructions and escalation procedures
• Minimum 1-2 years commercial experience in Helpdesk Support – preferably in a large enterprise 
• Familiar with the following technologies – Active directory, TCP/IP, Citrix, Exchange/outlook, MS Office application, anti-virus
• Worked in an ITIL environment.
• Technical troubleshooting skills.
• Excellent oral and written communication skills. 
• Excellent time management skills
• Ability to deal courteously, effectively and empathetically with customers
• Ability to learn quickly and adapt to new technologies
• Ability to maintain a professional level of performance in high-pressure situations
• Ability to manage incident
• Ability to prioritise multiple tasks and ensure optimal use of resources
• Ability to deal with matters of a confidential nature
• Ability to work as part of a team
• Ability to display empathy and consideration for others and take into account different work styles and personalities to achieve team goals

• Minimum 2-3 years commercial experience of relevant IT Support
• Minimum 1-2 years commercial experience in Helpdesk Support
• ITIL certified preferred
• Microsoft Certified Professional (CMP)
• Relevant tertiary qualifications

• Must be prepared to work outside core business hours
• Must be prepared to work overtime at short notice