Financial Advisor/ Rome. GA Job ID #: 68944 Location: GARome Functional Area: Sales Business Line: VALIC Employment Type: Full Time Permanent Education Preferred: ...
For your reference, we have included the original job posting below.
IT Analyst (Rome)
Job Number:
24253082
Company Name:
Time Warner
Job Location:
Rome, IT
Job Category:
Information Technology
IT Analyst (Rome)
Posting Job Title IT Analyst (Rome) TimeWarner Division Turner Broadcasting Industry Advertising Cable/Broadcast Television Networks Television Program Production and Distribution Online Content/Services Location Italy - Rome Requisition # 117863BR Position Type Full Time Posting Job Description Provides sole IT support for applications and IT hardware. Provide local assistance to infrastructure department. Support for 45 end-users across 3 Italian offices (1 TBS office in Rome, 1 CNN office in Rome, 1 TBS office in Milan). Working as the sole IT person in this region, reporting to IT Operations manager in regional headquarters (London) and taking day to day direction from the head of Finance & HR (office manager). Works within a team of European Support Analysts, including France, Germany, Spain and Turkey. Position Responsibilities ASSET MANAGEMENT (5%) The management of the inventory of IT assets (hardware and software) held within own responsibility aiming to maintain stock to a level where customer requests can be actioned without delay. ?Monitor volumes needed ?Request replenishment of stock items ?Maintain security of own inventory ?Maintain asset?s fitness to purpose, such as current desktop image, anti-virus software, etc. ?Ensure asset storage areas are maintained in accordance with health and safety policy ?Accountable for asset processes, including reporting and metrics, such as kit deployment or general stock control ?Joint accountability for the management of Help Desk work area to ensure health and safety policy is followed, ensuring the processing of assets outside of their useful life and general tidiness of work space APPLICATION SUPPORT (20%) The provision of application maintenance and support services. Support may be provided both to users of the systems and to service delivery functions. Support typically takes the form of investigating and resolving problems and providing information about the systems. It may also include monitoring their performance. Problems may be resolved by providing advice or training to users about an application?s functionality, correct operation or constraints, by devising work-arounds, correcting faults, making general or site-specific modifications, updating system documentation, manipulating data, or defining enhancements ? often in close collaboration with the system?s developers. ?Receives and logs requests for support from help desk, other service delivery staff and/or users. Prioritises requests in accordance with agreed criteria. ?Within own area of competence, and following agreed procedures, investigates problems and other requests for support and determines appropriate actions to take. ?Uses application management software and tools to collect agreed performance statistics. ?Within own area of competence, provides correct responses to requests for support, for example: making modifications to system parameters, developing work-arounds or site-specific enhancements, reconfiguring systems, changing operating procedures, training users or operations staff, producing additional documentation, or escalating requests to systems development staff or software suppliers. Ensures all work is carried out and documented in accordance with required standards, methods and procedures. ?In accordance with agreed procedures, monitors application systems for which responsible by regular scrutiny of reports from the applications software, systems software or service delivery staff. Notes problems and identifies performance trends. Referring to more senior colleagues where necessary, takes corrective action to improve performance and to avoid problems arising. ?Monitors progress of requests for support and ensures users and other interested parties are kept informed. ?Liases with systems development staff or software suppliers on the development of system enhancements to overcome known problems or further fulfil user requirements. SERVICE DESK AND INCIDENT MANAGEMENT (40%) The receipt of problem reports and the coordination of appropriate and timely responses, including channelling requests for help to appropriate functions for resolution, monitoring progress and keeping users apprised of progress. ?Provides detailed personal advice and guidance to all users in the effective use of systems, products and services available to them; demonstrates ingenuity in applying knowledge to non-standard situations. ?Assists users in making more effective use of desk- top systems, products and services, investigating complex problem situations to diagnose underlying causes and helping users to recover or continue operation. ?Ensures that documentation of supported components is available and accessible to all who need to use it. ?Ensures that requests are handled according to agreed procedures. For all requests that cannot be resolved, provides an effective interface between users and service providers supplying all necessary diagnostic information. Uses judgement to set priority for resolution, monitor progress and apply escalation procedures for problems not progressing satisfactorily. ?Proposes, discusses and evaluates potential solutions with service providers and implements agreed field modifications or workarounds as directed. ?In consultation with users/customers, demonstrates all features, plans requirements, installs (including field modification) and commissions desk- top systems, products and services and their upgrades. ?Interprets technical manuals and documentation and provides instruction manuals for non-technical users; provides training in all modes of usage of systems, products and services providing information on the full range of capabilities including dealing with exception conditions. INFRASTRUCTURE SUPPORT (30%0 Provide local assistance to infrastructure department in supporting local infrastructure. ?Provide local hand-on task completion from direction of infrastructure department in London, including: server, cabling, network, email/exchange, back up, phone PBX and video conference connectivity. ?Implement standard locally for infrastructure services based on London standards. ?Manage infrastructure vendors by ensuring language translation between London department and vendors, for example to ensure quotes and delivery expectations are in English. The role requires:Fluency in Italian and English. Previous experience working in an office environment. Demonstrated hands-on experience as a help desk analyst in an environment supporting 300+ customers and using a central ticketing system and asset management system. Experience in hardware support for PC?s, Laptops, wireless devices and printers. Ability to troubleshoot and resolve hardware component failures such as hard disc failure and recovery, memory upgrades, printer maintenance kit installations etc. Experience in troubleshooting and resolving software support requests. For example, applying software upgrades, installing software and drivers from new, resolving customer queries relating to software functionality, troubleshooting Operating System failures (Blue Screens, memory errors, Stop Codes). Software to include (list is not exhaustive): ?Microsoft Office, such as Outlook ?Adobe / Macromedia suite, such as Photoshop ?Citrix / Terminal Services ?TCPIP tools ?Basic phone switch administration ?Bespoke applications Experience in authoring Technical documentation (Technical fixes, Software installation procedures etc)
