JOB DESCRIPTION

DATE: LIVELINK ID: 1 October 2011

Title

IS Support Analyst

WHAT WE ARE ALL ABOUT?

Cable&Wireless Worldwide has a history stretching back more than 100 years. Throughout this time weve constantly evolved, adapting to the needs of a changing communications marketplace. Today, were one of the best performing telecom companies in the world and a market leader in the delivery of business critical communications. We work with some of the largest users of telecoms including; Tesco, National Grid, AT&T, Aviva, Morrisons, Centrica and the UK Government. Our promise is to create a new way for our customers - a way focused on engaging with them differently, delivering brilliant service and brilliant value and a way that helps them achieve their business aims. We recognise that the only way we can build on our success and deliver on our promise to our customers is through talented people - they're our most important investment and our key point of differentiation - and we treat them as such!

OVERALL ROLE PURPOSE

To provide end-user support, technical support and systems administration of the organisations key information systems in Ireland.

KEY ACCOUNTABILITIES
Helpdesk Support - to provide 1st, 2nd and 3rd line support to end-users in accordance with organisational standards. 2nd/3rd Line Problem Handling liaising with software and hardware suppliers, C&W Worldwide Group IT and end-users to resolve issues that cannot be resolved locally. Technical Support handling problems with server and client software, printers and basic LAN connectivity, etc. Systems Housekeeping responsible for the day to day administration of key local information systems in accordance with organisational standards, e.g. daily operational checks, data backup management, user setup/configuration, performance and reliability monitoring, etc. Compliance Awareness and Monitoring - to ensure local information systems are used in accordance with organisational standards and data protection legislation.

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Software upgrades/fixes to carry out periodic upgrades and software fixes to both application and operating systems software. Other Duties to assist your team with other tasks as assigned from time to time.

WORKING RELATIONSHIPS AND INTERFACES

TECHNICAL COMPETENCIES (Skills and Experience)

Essential 3 years helpdesk/technical experience supporting business transaction processing systems. Problem solving and analytical ability. Ability to work on own initiative and to own and manage technical issues. Communication skills. Administration and organisation skills. Experience in the maintenance and support of IBM AS/400 based systems. Understanding of TCP/IP network fundamentals and ability to troubleshoot (not expert). Good working knowledge of Microsoft Office applications. Desire to continuously improve ones abilities and skills.

Desirable Passionate about IT. Experience supporting IBM AS/400 RPG based business information systems. IBM RPG/400 and CL programming skills. Good working knowledge of IBM OS/400 Command Language. Good working knowledge of OS/400 Query tool. Good working knowledge of AS/400 Client Access software, including file transfer. Experience supporting Lawsons ThisGen Movex system. Experience supporting voice provisioning and billing systems. Experience managing Microsoft Windows Server software and applications. Experience supporting Microsoft SQL based applications. Experience supporting TCP/IP networks & applications, e.g. Internet information server, DNS, FTP/SFTP, etc.

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Practical Telecommunications experience. Project management skills. Training skills.

QUALIFICATIONS
Essential - Diploma or advanced certificate in an IS discipline or equivalent science. Desirable - Degree or Equivalent in an IS discipline or equivalent science.

Location: Date Published Closing Date Position Available

Ireland

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