Nuveen Investments Technical Applications Support Analyst in London, United Kingdom
Nuveen is the investment management arm of TIAA. It is one of the largest global asset managers with specialist knowledge across a wide array of asset classes, including fixed income, listed equities and alternatives.Â Nuveen is driven not only by the independent investment processes across the firm, but also the insights, risk management, analytics and other tools and resources a truly world-class platform provides. As a global asset manager, our mission is to work in partnership with our clients to create outcome-focused solutions to help them secure their financial future.Â For more information about the firm please visit our website at www.nuveen.com
KEY RESPONSIBILITIES AND DUTIES:
IT User Support Specialist Lead
The IT User Support Specialist Lead leads the day-to-day technical support to employees for a range of hardware and software related systems. This job trains, delegates and reviews the work of lower level IT User Support Specialists. This job also handles escalated issues that require advanced knowledge of User IT Support operational procedures and tools.
Key Responsibilities and Duties
Monitors lower level IT User Support Specialists to ensure effective and time resolution of usersâ problems, queries or complaints.
Solves escalated issues by utilizing knowledge of hardware, software, operating systems, network configuration, server interaction, diagnostics and troubleshooting.
Confers with end users to resolve incidents and fulfill requests through support via in-person, phone, or remote methods.
Installs/removes/configures hardware and software.
Ensures that plans are in place for responding to situations such as service outages.
Assists in hardware and software evaluation and recommends upgrades or improvements to IT infrastructure.
Coaches team members on addressing user questions and assists with the most complex issues.
3 Years Required; 5 Years Preferred
Vocational and/or Technical Education, Preferred
- Physical Requirements: Sedentary Work
JOB TITLE:Â Â Â Â Â Â Â Â Â Â Â Â Â Â Â Â Â Â Â Â Â Â Â Â Â Â Technical Support Analyst
REPORTING TO:Â Â Â Â Â Â Â Â Â Â Â Â Â Â Â Â IT Applications Manager
DEPARTMENT:Â Â Â Â Â Â Â Â Â Â Â Â Â Â Â Â Â Â IT
LOCATION:Â Â Â Â Â Â Â Â Â Â Â Â Â Â Â Â Â Â Â Â Â Â Â Â Â London
Nuveen is the investment management arm of TIAA. It is one of the largest global asset managers ($1 trillion AUM as of 31 Mar 2021) with specialist knowledge across a wide array of asset classes, including fixed income, equities and alternatives.Â Nuveen is driven not only by the independent investment processes across the firm, but also the insights, risk management, analytics and other tools and resources a truly world-class platform provides. As a global asset manager, our mission is to work in partnership with our clients to create outcome-focused solutions to help them secure their financial future.Â For more information about the firm please visit our website at www.Nuveen.com
Overview of the Role
The IT department is largely outsourced but key management and control functions are retained in house. The Application Support team provides support for all business applications whether hosted internally or externally. The estate is predominantly thin client technology
The role is within the IT team at Nuveen reporting into the IT Applications Manager and will be responsible for providing 1st and 2nd Line support for all Business Applications used by Nuveen Global employees and affiliates where applicable across the global business.
Main Duties and Responsibilities
The individual filling this role will be a member of the Application support team responsible for the support of all production applications and 2nd /3rd level support for in house applications which are predominantly SQL, Access and Excel.
The Support Analyst will provide effective global IT assistance across all aspects of the business and will be working within a team of IT support specialists from an outsourced managed supplier.
The position has exposure to a broad range of IT-related projects and activities. The environment is mostly Microsoft / Windows based, Xendesktop,
Communication with relevant resolver groups to provide technical application support. Some small development will be required.
Some weekend working may be required
Â Role Specific Duties
To be fully conversant with all the critical processes, interfaces and usage of the applications from a technical and business perspective.Â
To be able to understand and resolve technical application or interface issues.
To check user requirements, implementation and test changes to bespoke applications.
Ensure support calls are resolved and business users are informed of progress at agreed
To identify and conduct user training on internal and external applications as required.
Working closely with developers and a variety of end users to ensure technical compatibility and user satisfaction
Ensure DR and BCP plans are current and tested.
Technical Skills & Qualifications Required
Excellent knowledge of property industry and applications used.
Good knowledge of a service management tool. Service Now would be an advantage
Good knowledge of ITIL
Preferably an industry related qualification
Demonstrable academic record
Understanding of Microsoft Active Directory
Knowledge of some of the following applications and technologies would be advantageous:
CRM, Client reporting
Load mechanisms and job schedulers
Monitoring tools for applications
Database and Data Access
Standards / methodologies
Excellent interpersonal skills
Enthusiastic and Highly motivated with a passion for technology and technical detail.
Organised individual who is a good communicator and can discuss technical subjects with both Business Users and within the IT department
Initiative, willingness to seek and achieve improvements to processes and technology
Ability to work as part of a team
Good time management / planning â manages personal workload effectively, sets realistic and achievable targets and delivers those targets
Sound problem solving and investigative skills
Desire to follow best practice and development standards as agreed within IT
Enthusiastic and self-motivated.
Can demonstrate confidence when placed in new or unusual situations.
Commitment to the delivery and improvement of a first class support service.
Good experience in a technical support environment with demonstrable technical expertise across a range of technologies.
FSA Registration RequiredÂ Â Â Â Â Â Â Â Â Â Â Â Â Â Â Â Â Â Â Â Â Â Â No
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