VIP Support Analyst

  • Location

    London, England

  • Sector:


  • Job type:


  • Salary:

    £0.00 - £60 per hour

  • Contact:

    Sam Caine

  • Contact email:

  • Job ref:


  • Published:

    3 months ago

  • Duration:

    3 Months

  • Expiry date:


Role: Executive Support Analyst
Duration: 3 Month initial
Location: Canada Sq, London

This position is part of the client TechOps providing Desktop Support and General IT services to client VIP customers.


Provides desktop support and general IT services to Thomson Reuters executive customers:

  • Develops support solutions and processes to enhance desktop production environment for executive customers.
  • Performs software troubleshooting on documented and undocumented issues affecting single or multiple machines. Mitigates issues by updating, modifying, re-installing or removing software. Ability to create and implement effective, appropriate solutions at own discretion.
  • Performs hardware analysis to diagnose issues or identify sources of performance degradation. Replaces, upgrades or modifies hardware at own discretion.
  • Routinely investigates availability issues pertaining to domain/network resources, identifies and resolves specific issues
  • Performs PC and General IT support for remote offices and locations throughout specified geographic location. Occasionally may travel to lead onsite activities or to provide specialized onsite support at remote locations.
  • Provides network analysis for issues related to connectivity and serves as a conduit to appropriate infrastructure group
  • Provides advanced desktop support to external customers or executives visiting onsite, ensuring proper network connectivity regardless of system/OS.
  • Evaluates and tests new software products individually or as part of a team. Provides recommendation and if necessary implementation planning upon testing completion.
  • Evaluates and tests new operating systems individually or as part of a team. Provides recommendation and if necessary implementation planning and assistance upon testing completion.
  • Creates and tests PC scripts and programs to improve department efficiency. Ensures proper operation of existing scripts.
  • Creates and publishes new documentation pertaining to previously undiscovered software/hardware issues in enterprise knowledge base. Provides solutions used by Tier 1 Help Desk support. Reviews and updates documentation existing in enterprise knowledge base.
  • Provides input and recommendations for departmental processes and procedures, considering impact on the organization. Evaluates and implements best practices with technology
  • Researches, recommends and applies technical solutions to enhance productivity in meeting business needs.
  • Recommends and facilitates planning, purchasing and implementation of new solutions for department and for customer organizations.
  • Coordinates and/or independently works on single or multiple, complex projects or tasks, requiring limited technical or management guidance.
  • Completes project planning, including identifying project requirements, establishing milestones, tasks, task assignments, business benefits, and potential risks for project.
  • Initiates and completes post mortem process for problems as appropriate.
  • May work with software and hardware vendors for product specifications, evaluation, technical problems and solutions.
  • May interact with other technology companies for best practices and research.
  • Exhibits leadership through mentoring of new departmental staff members and providing support and project guidance to less senior staff.
  • Conducts informal and formal technical and/or business presentations for peers, customers, and occasionally at the organization level.
  • May be required to provide phone support for executive staff as part of global VIP support initiative
  • Performs such similar, comparable, or related work as may be required, apparent or assigned.

2. Participates and leads project work related to corporate and customer initiatives.

  • Participates in the business process design.
  • Leads projects designed to integrate processes between multiple sites.

3. Completes additional tasks such as inventory, shipping, and imaging.
4. Provides on going support for local servers and network as requested by server and network groups.


  • Strong working knowledge of laptop/ desktop computers(Dell, Lenovo, Hp, Toshiba, etc.)
  • Strong knowledge of desktop O/S and hardware technologies (Windows, OSX, Linux/Unix)
  • Strong knowledge of desktop software(MS Office, Trend Micro Office Scan, IE, Firefox, Adobe Suite, Cisco/Juniper VPN )
  • Strong troubleshooting skills
  • Knowledge of current LAN/WAN technologies and architecture
  • Working knowledge of supporting network printers(HP, Dell, Xerox)
  • Knowledge of network hardware and software including VPN support, Cisco switches and routers
  • Knowledge of mobile devices (Blackberry, iPhone, iPad, Android)
  • Willingness to learn new technology.
  • Especially Strong Customer Service Skills
  • Demonstrates a proven ability to continually improve processes, products, and services with a strong focus on quality and root cause analysis.
  • Can produce well-written technical and business documentation such as project justification documents and proposals.