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2nd Line Workplace Analyst

Job Level:  Professional
Location: 

Guildford, ENG, GB, GU1 1DB

Available until:  19/12/2022
Area of Expertise:  IT & Tech Engineering
Unit:  Allianz Technology
Employing Entity: 
Job Type:  Full-Time
Remote Job:  Hybrid working
Employment Type:  Permanent
ID:  4202

As a global line of Allianz, Allianz Technology provides the worldwide family of Allianz companies with in-house services in the fields of IT Infrastructure, Application Platforms and Business Services. 


Allianz Technology UK Branch is headed up by the Head of UK Infrastructure and primarily resides within the Infrastructure & Information Security Pillar with the aim and purpose of delivering and supporting the ongoing operations within the UK OE and new technology deployments. 


Technologies covered include; Mainframe, Unix and Intel servers, HP-UX, Windows server and desktop, Exchange, Adabas, Oracle, SQL, WAN, LAN, Firewalls, RAS, Internet/Intranet, IPT and CTI which are designed and managed using both in-house and third party suppliers.

 

This role sits within the Technical Delivery area in a Team that supports day to day operation of IT Workplace Services to Allianz UK staff and also the delivery of Centrally driven, Branch driven and Business driven IT initiatives. This role is specifically for the Technical Lead assigned to 2nd line Workplace functions. (Reactive Operations/ROPs).
 

Key Responsibilities:

  • Act as 2nd line point of contact for queries on IT product/services, ensuring assigned SNOW requests and incidents tickets are resolved in a timely manner, meeting quality standards
  • Ensure sufficient relevant information is gathered and maintained as part of the ticket handling process 
  • Perform root cause analysis to support continuous improvements in service delivery and customer experience for Workplace related incidents.
  • Provisioning and support of IT related equipment
  • Accountability for reserved Asset tagged Desktop/Laptop,/Tablet hardware from general stock and other peripherals until dispatched to Customer
  • Support on-site activities aligned to the Workplace role
  • Keep abreast of Technologies within technical arena
  • Understand Local and Central Service descriptions and their relationship to PxQ for accurate billing

 

Skills required:

  • Microsoft Windows o/s (Windows 10)

•    Desktop hardware architecture.

•    SCCM experience including OS deployment, application deployment, fault finding, monitoring and reporting.

•    Microsoft Office suite

•    Active Directory – basic administration, Group Policy

•    Appsense (Environment Manager & App Manager, basic policy fault finding expertise)

 

Work Experience/Work Ethic:
•    Drives improvement.
•    Works collaboratively 
•    Strong written and verbal communication skills.
•    Flexibility to work outside of the normal working pattern when required to meet business need.
•    Passionate about customer service
•    Ability to work in a dynamic environment, prioritising and multi-tasking effectively
•    Strong problem solving and root cause analysis skills, analytical approach and solutions-driven.
•    Excellent planning, prioritisation and organisational skills.

  • Target focused, proactive and able to spot opportunities to refine and improve processes and service.

•    Proactive approach to ensuring operational stability.

At the core of the Group’s strength lies digitalization and its promise of growth opportunities through a ‘digital by

default’ strategy. Allianz Technology SE is the principal driver behind transforming Allianz into a digital group – a

quest to which nearly 7,500 Allianz Technology SE employees around the globe have committed themselves.

Allianz Technology SE equips the Group with the most cutting edge digital solutions in the industry, bringing Allianz

to the fingertips of its customers. At Allianz Technology SE , innovation is more than a buzzword; it is the business of

the day, every day.

 

We are interested in your strengths and experience. This means that we welcome all applications, irrespective of

other characteristics such as gender, ethnic background, origin or any disability.