IT Analyst

About The Team

Capco Global IT ensure that our employees are always able to conduct business with our client in the safest way whilst allowing flexibility and enabling to work while travelling or  team support over seven thousand people globally across three territories using an IT infrastructure team of just 37 people.

The core of Capco’s business is consulting but we also have digital engineering departments who look at emerging tools and help clients with advanced data processing. Capco IT is an IT department with global standards but the freedom to operate independently where it makes sense. Reporting into the IT Director are 3 Territory Leaders whose main role is to ensure that the operational service in their territory aligns to agreed service levels and improve the service that we provide.

Each territory consists of circa 9 people whose main role is 1st/2nd line operational support and procurement. Supporting these teams are 6 technical SME’s/Managers who ensure that the core infrastructure is monitored and maintained.

The Capco IT Analyst role reports directly to the local regional IT Manager and is responsible for first- and second-line IT Support alongside a Senior IT Analyst based in the same office. Capco is looking to employ someone with previous IT Support experience who is keen to learn.

The Analyst IT support role requires the ability to communicate with and assist staff of all levels across the company. Solid 1st and 2nd Line experience and a good customer service background, with great ability to accurately resolve queries face to face as well as over the phone and email is expected. Flexibility with working occasional evenings and weekends may be required.

Primary responsibility will be in the office the role is based in with telephone support provided to other offices globally during normal working hours as part of Capco’s follow the sun support model. This will include liaising with local IT staff in Americas, Europe and APAC. There will be a requirement to be flexible with shift work to cater for global time zones from 08:00 to 18:00

Regular trips may be required to remote offices to provide onsite support to staff, diagnose issues with network nfrastructure and assist with resolution.

Responsibilities for assisting with tasks include;

• Perform rollout of laptop replacements for end of life laptops. Contacting users whether in-person or shipping out remotely.
• Ensure consistent quality of ticket logging, communication and fast resolution of issues, following ITIL standards
• Responding to service desk requests logged via a global ticketing system (Service Now) Assisting with Capco employee issues as a second line of support
• Maintenance of Windows and Apple laptops Physical and remote installation of software Remote help with accessing Capco externally
• Liaising with vendors to arrange repair eplacement of printers, laptops and audio visual equipment
• Provide general desktop support to user base, BAU via phone, email and desk side
• Installing, configuring and troubleshooting printers, room booking systems, Android devices, iPhones & iPads
• Capco Executive silver service Capco Town Hall IT V support
• Server room clean-up and upkeep, including cabling

Examples Of The Main Duties Are

• Managing the Capco workstation inventory for the local region Leavers laptop collection and tracking
• Laptop builds (Capco Specific) and inventory management Mac Book administration and support
• Processes and procedures documentation
• Software license management (Adobe, Azure, Jet Brains, Invision, Sketch etc) Mobile Management – Phone orders and account administration through Sakon
• Assisting with the new joiner process for IT which includes;
• Setting up new joiner accounts in Active Directory
• Building new joiner laptops
• Giving new joiner inductions
• Supply desktop support to office based and client-based Consultants. This generally includes the maintenance of laptops, installation of software, remote assistance with passwords and troubleshooting
• Managing the local service desk queue and responding to queries from Capco employees
• Occasionally being available outside of working hours to carry out…