IT Support Analyst (Experience in Lotus Notes)

To act as primary point of contact between users (both shore side and vessel) and IT Service Management. To primarily handle incidents and request, but also administer other ITSM activities. This includes but it is not limited to Change, Problem, Configuration, Release, Service levels and IT Service Continuity Management.
Duties and Responsibilities:
50% - Perform incident management tasks by undertaking service desk and assigned incident resolution/service request activities per agreed process. To provide initial assessment of all incidents. Make first attempt resolution and/or refer to next line support, based on agreed service level.
20% - Monitor and escalate all incidents according to service level. Keep users informed on status and progress, where possible highlighting impact from a user perspective.
15% - Manage local IT equipment inventory and provision to users in the office including PC/laptops builds/deployment. Manage IT service providers on the provision of day to day services (e.g. mobile telephony/hardware maintenance) to the office.
15% - Undertake other assigned ITSM activities per agreed process by ensuring all metrics for assigned activities are met successfully.

Requirements:
• Minimum college degree in Computer Science or Computer Engineering or equivalent
• Must have ‘will do’ attitude, and willingness to work as required to achieve the goals and deadlines set by the Service Level Agreements with a good sense of urgency,
• Attention to detail in all areas of work; Good listening and analysis skills, with experience of working with end users in resolving support issues,
• Good team player, working with operations and development teams, and supporting other team members; Follow best practices for IT Service Management,
• Excellent written and oral English skills.
• Training: Any relevant Microsoft, Lotus, PMS, telecommunications, or hardware/software accreditations.
• Good working knowledge of Lotus Notes: PC, laptops, Mobile Communication devices (Blackberry), Desktop Applications (MS Office), Vessel based PMS applications –AMOS, Networking Configuration, switching and routing, Windows XP & Windows 7, Telephony (landline and mobile), Satellite Communications, principles and operations, Rydex, Remote support tools – Proxy, GoToMeeting; Desktop applications (business apps); LAN; VPN; IT Service Management tools – e.g. Revelation, Bugtrack
• An understanding or experience in the following would be an advantage:
Windows Server & AD ; Citrix; LANDesk; IT Service Management Methodology (ITIL preferred)
• Must be willing to work on weekends/holidays, shifting schedule and/or on call assignments; 1 full time position available