Location: North Greenwich, or Stratford London, plus working from home model
Salary: £33,000 - £35,000 Plus Fantastic Benefits
About us:
TfL is does not just cover Tubes and Buses but also Roads, Cycle Lanes, Emissions, and River Buses just to name a few. Created in 2000 by the Greater London Authority, TfL runs the capital’s tube, rail and bus networks and has over 31,000 employees.
Within the End User Computing IT Support Team, an Infrastructure Analyst provides second line that are worked on are more complex incidents where you need excellent analytical skills with a tenacity to see a job through to a successful conclusion keeping the customer at the heart of your actions. Incidents can be raised via web, phone, chat, or Next Generation Service Desk (NGSD), where users require IT support for issues including, but not limited to: Office 365, Outlook Exchange, Mobile Devices, (Windows, IOS or Android), Printers, High Spec Desktops, and remote access issues desktop applications.
About the role:
The Infrastructure Analyst is accountable for supporting TfL Applications and End User Computing devices.
Coordinating with other areas within Technology and Data (T&D), both technical and service orientated to facilitate service delivery within committed timelines
Working with third party suppliers that have been selected to deliver elements of the infrastructure components that integrate into the TfL technology stack
Working closely with and under the direction of the EUC Infrastructure Managers to support, manage and maintain TfL’s IT infrastructure.
Main Duties:
Work unsupervised on network configuration and security tasks assigned by the Infrastructure Manager or Head of IT to the required service levels and complies with IT Department procedures
To assist colleagues in the wider EUC team in dealing with peaks in workload in the IT service/support area where necessary and be accountable for supporting the delivery of technical services that meet performance objectives using approved processes and tools
To analyse the state of the technical environment using monitoring and reporting tools. This includes supporting the rectification of any operations that are running outside of their normal state.
Deliver activities to be fully compliant with all TfL processes in respect of the ITIL framework and functions. Adherence to Cybersecurity practices via relevant security patching and the updating of security tools and countermeasures relevant within the scope of the supported estate.
To contribute to the design and plan technical changes; deliver and test infrastructure technologies. Identify and deliver potential areas of improvement to technology or process.
Identifying and delivering potential areas of improvement to technology or process. Write and edit work instructions and Knowledge Articles for tasks in technical areas ensuring all work is completed to these standards.
To act as the technical representative to the wider community and keep stakeholders engaged throughout any interaction the role holder may have with them. Actively contribute to effective communication within the team and with others across the Business
You will actively learn and develop to stay up to date with developments in area of expertise and to meet the changing needs of the job, team, and organisation by participating in appraisal and appropriate learning activities.
About you:
You will possess a proven ability to establish a strong customer service culture within a technology service operations environment
You are able to work collaboratively and sustain effective working relationships with diverse colleagues, suppliers, internal teams, and customers necessary to reliably deliver quality technology Service Desk operations within large-scale, complex operating environments
You will support departmental goals and objectives, motivating and leading others towards achievement
You will possess excellent verbal and written communication skills
You are accredited (V3) and possess detailed knowledge of ITIL service management framework, particularly the application within a complex safety-critical, multi-site and operationally focused business environment
You are aware of relevant national and international legislation relating to Government/Public Sector IT – e.g., GDPR, and Freedom of Information Act
You have extensive knowledge of the technology industry, particularly the development and provision of IT services
You are well aware of End User Computing developments and best practices in an Enterprise environment
You possess knowledge of agile methodologies, such as Scrum
You have Substantial experience in delivering first, second and some third line support across a range of End User Computing technologies
You have proven experience of working within a group of highly skilled business and IT professionals to deliver service operations capability in a complex, multi-site, service organisation.
Equality, diversity and inclusion
We are committed to equality, diversity, and inclusion. We want to have a workforce that is truly representative, at all levels, of the city we serve. We welcome applications from all people to ensure we have diversity in background, thought and experience. This will enable us to become a more innovative and efficient organisation and help us meet the needs of our customers.
Our goal is to make our recruitment practices as bias-free and inclusive as possible. We are a disability confident employer who guarantee an interview to any disabled candidate who meets all of the essential criteria. We welcome and encourage applications from women and minority groups.
We also use anonymising software that removes identifying information pertaining to your protected characteristics such as your name, gender, faith, ethnicity, disability status, age, sexual orientation, from CVs and cover letters to make the shortlisting process fair.
Many of our staff work flexibly in many different ways. Please talk to us at interview about the flexibility you need. We'll see what we can do.
Application Process
The closing date for applications is at 23:59 on Monday 1st May 2023
Please apply using your CV and a two page covering letter. PDF format preferred and do not include any photographs or images
Benefits
In return for your commitment and expertise, you will enjoy excellent benefits and scope to grow. Rewards vary according to the business area but mostly include:
- Final salary pension scheme
- Free travel for you on the TfL network
- Reimbursement of 75% of the cost of a standard class Ticket for National Rail travel from home or 75% reimbursement on a 28-day flexi ticket
- 30 days annual leave plus public and bank holidays
- Private healthcare discounted scheme (optional)
- Tax-efficient cycle-to-work programme
- Retail, health, leisure and travel offers
- Discounted Eurostar travel