Senior End User Compute Support Analyst

**Role context and purpose**
The Senior EUC Support Analyst is accountable for implementing Allen & Overy's strategy, architecture, standards and roadmaps in the following areas:

- EUC hardware support (laptops/desktops/iPhones/iPads/all peripherals)
- On-going support, maintenance, patching and administration of EUC Operating Systems - Windows, iOS, iPadOS, Windows 365

The remit of this team is global and extends to all aspects of 3rd line support relating to the infrastructure and services, independent of location.

The role involves:

- Ownership and leadership of day to day execution.
- Providing a single point of technical leadership on projects (including SIPs and SEs) for technical delivery, leading the technical decision making.
- Ensuring that services are effectively delivered, understood and supported so that they fulfil business needs.
Support the firm’s environmental goals and initiatives.
- Supporting the standards on all customer end point devices - including but not limited to laptops,, iPads, iPhones and all associated peripherals.
- Providing 3rd line support and maintenance in the following areas:

Zscaler + VPN - client side support
- Providing 3rd line support for the resolution of incidents
- Executing regular maintenance and monitoring tasks
- End-to-end ownership of incidents, ensuring accurate and timely updates are maintained
- Accountable for the management and maintenance of systems and services, by ensuring they are fit for purpose and available at all required times.
Bringing new releases into production.
- Subject matter experts in the technologies supported by the team
- Keeping within operational targets; for example ‘problem record’ targets; ‘age of incident’ targets; and ‘backup assurance’.
**Role and responsibilities**
Architecture & Technology Planning
- Provide specialist advice to support the strategy, architecture, standards and roadmaps (which are owned by the Office of the CIO/CTO).
- Accountable for ensuring there is an up to date forward view of IT upgrades required to ensure that devices continue to meet the business needs and that they remain supportable. Ensure that the supporting business case is robust so that funding is secured to deliver the required changes.

Application and Technology Support
- Works with the Global Service Management Support Analysts to ensure effective, seamless support for end users to include:

- Support of EUC hardware support (laptops/desktops/iPhones/iPads/all peripherals)
- On-going support, maintenance, patching and administration of EUC Operating Systems - Windows, iOS, iPadOS, Windows 365
- Ensure effective hand-offs between teams;
- Ensure effective, reliable and efficient end to end processes are in place;
- Embed continuous improvement and leading by example;
- Develop, as service owners, Service and Operational Level Agreements and performance reporting; and
- Ensure customer satisfaction levels (for example as reported in the Customer Satisfaction Survey) are maintained and reflect business requirements.

Business / IT Strategy
- Work with the Relationship Managers & IT colleagues to ensure the most cost effective, timely & appropriate IT solutions are developed to fulfil the commercial and business requirements.
- Develops and maintains successful internal and external business relationships (at senior level), in order to understand existing and emerging business needs.

Service Delivery
- Diagnose complex incidents/problems and identify root cause and actions required to maintain or improve service levels:

- As necessary investigate complex incidents/problems through involvement in SWATs.
- Develop implementation plans for dealing with more complex requests for change; evaluate risks to the integrity of the service inherent in proposed implementations; seek authority for those activities; undertake review of effectiveness of change implementation.
- Define and deliver continuous improvement programmes so that, where applicable, systems deliver a improved performance to the business:

- Enhancements and improvements to services should be delivered by the appropriate governance authority
- Instil culture of improvement and problem solving; and
- Provide advice, assistance and leadership associated with the planning, design and improvement of service and component availability, including the investigation of all breaches of availability targets and service non-availability, with the instigation of remedial activities.

Build and Implementation
- Provide specialist guidance information to the Support, Systems Testing and Quality Assurance functions
- Ensure that documentation and training materials are created and are suitable

Risk Management
- Embed risk awareness and management into the technical decision making in order to support Allen & Overy's approach to risk, with a focus on stability and integrity of systems.
- Refer to domain experts for guidance on specialised areas of risk.
- Take part in audits