Service Desk Analyst

Position Overview:

This unique role is placed within the Service Desk team with the primary objectives to provide 1st and 2nd line technical support for all departmental IT applications, business services and end-user computing, and to drive improvements to the user facing services we offer. As the Service Desk team is the first point of contact for all Technology related queries, it is imperative that the support provided by the role holder, and general customer service are excellent. In addition to excellent customer service skills, solid, extensive all-round technical knowledge will be key to succeed in this role.

The role will also assist the London based Microsoft Enterprise team, extending the business hours of both the service desk, and Microsoft Enterprise team

Key Responsibilities:

• Provide first line support for incident management, logging, tracking, and responding to IT support tickets.
• Diagnose and resolve technical hardware and software issues, including connectivity, network, and system issues.
• Assist with onboarding and offboarding processes, including equipment setup and access management.
• Document solutions for common problems and update knowledge base articles.
• Manage and escalate service requests, ensuring timely updates are communicated to users.
• Support mobile device management and ensure compliance with company policies.
• Collaborate with senior IT staff to identify and implement process improvements.
• Participate in training users on new software applications or updates.

Essential skills and experience:

• Minimum 3 years’ experience in similar role, supporting corporate business, accustomed to corporate environments, preferably financial services.
• Experience of service desk system such as Service Now or similar.
• Onboarding/offboarding experience (joiners, movers, leavers)
• Familiarity with Windows and Linux operating systems, as well as troubleshooting hardware and software issues.
• Knowledge of computer hardware and troubleshooting hardware-related incidents
• Experience building laptops/desktops
• Knowledge of Operating systems and related software packages
• Solid knowledge of Office 365, Azure AD, Intune, Windows, (Linux environments desirable)
• Understanding of print servers and printers
• Knowledge of telephony (Mobile and VOIP)
• Experience supporting mobile devices and MDM applications

Preferred:

• Working knowledge of Kanban or agile methodologies.
• Understanding of how auditing and certification procedures impact the Service Desk
• Experience with databases on Linux such as MySQL or Postgres.
• Understanding of TCP/IP networking
• Experience of working in financial services / regulated entity

• 25 days of holiday
• Bonus
• Pension contribution
• Private medical, dental, and vision coverage
• Life assurance
• Critical illness cover
• Wellness contribution program with access to ClassPass
• Plumm Platform
• Five volunteering days
• Give as You Earn initiative
• Learning and development programs
• Electric Vehicle Scheme
• Cycle to Work Scheme
• Season Ticket Loan