IT Service Management Analysts manage our clients’ IT systems and applications ensuring availability, often involved with a blend of programming and administration. You will work with various stakeholders to deal with technical issues by analysing, diagnosing, and then either solving or referring these issues. The role incorporates a balance of technical expertise, business knowledge, analytical ability and excellent soft skills.
In the working environment, you will have complete knowledge of the IT Infrastructure and its interactions – only then can you support users in making applications and systems work efficiently whilst troubleshooting and driving developers, system engineers, database administrators and other support teams to resolve any issues. You will be a resilient individual who can step up to the challenge to not only direct these stakeholders but to handle the users of these applications in order to restore services as soon as possible.
IT Service Management is a great fit for avid problem solvers, fast learners and rapid decision makers. Work environments can be varied across IT Service Management. The trade floor is a common setting for many IT Service Management Analyst roles as they are often based in fast-paced and dynamic work environments.
IT Service Management Analysts tend to have a STEM background but should also be great communicators in order to meet both the technical and interpersonal needs of the role.
IT Service Management Analyst Training
Before starting a role as an IT Service Management Analyst, you will undergo the relevant training in our in-house Academy which includes the following modules:
- Excel VBA
- Web Applications Design
- Financial Industry Awareness
- OS Admin (Microsoft and Unix)
- ITIL Foundation (BCS Accredited Certification)
- A natural problem solver, with an analytical mind-set who enjoys investigating issues in order to diagnose and resolve them
- Able to think outside the box tactfully and diplomatically to deliver a solution
- A strong communicator
- Passionate about combining both business and technical knowledge
IT Service Management Analyst – Rebecca Shaw, Credit Suisse
”After accepting the offer to take on the role as a Production Support Analyst at Credit Suisse, one of the world’s leading investment banks, I am now part of the Fixed Income Credit Support team within PTG (Problem and Testing Group). The main tasks include supporting the many trading platforms the company uses to trade. It requires working under pressure and solving problems on a daily basis, as well as showing a good understanding of finance. This is a global support team so I am also in regular contact with people in the US and Singapore to try and maintain continuity of the business if issues do arise. FDM has provided this amazing opportunity to work within an investment bank straight after university that I would never have been able to do otherwise. It’s been a great learning curve so far and I am confident that it will provide the foundations for a positive and successful future in the IT industry.”