Job Description

We now have an exciting opportunity for a Service Desk Analyst to work on one of our prestigious client sites, located in the City of London.
Our client is a world-leading independent asset manager and is listed on the London Stock Exchange and is a member of the FTSE 100 Index.

Purpose of the role:
The successful candidate will deliver exceptional customer service and satisfaction through the resolution of technical support queries on Windows based operating systems, hardware and software.

We now have an exciting opportunity for a Service Desk Analyst to work on one of our prestigious client sites, located in the City of London.
Our client is a world-leading independent asset manager and is listed on the London Stock Exchange and is a member of the FTSE 100 Index.

Purpose of the role:
The successful candidate will deliver exceptional customer service and satisfaction through the resolution of technical support queries on Windows based operating systems, hardware and software.

Key Responsibilities:
• Be the single point of contact and try to provide a high first time fix resolution.
• 1st-2nd level OS support for all desktop and mobile users remote and on site
• Receipt of phone calls, e-mails, user logged notifications, and system generated issues. Faults are referred to as “incidents” and new requirements “requests”
• Logging and categorisation of incidents and requests in an ITIL based call management system (Service-Now).
• Prioritisation and escalation of calls within Service-Now to ensure items are resolved within SLA
• Proactive maintenance and break fix of the IT estate including , but not limited to list in technical competencies
• Update the centralised knowledgebase and impart knowledge on junior members of the team.
• Work closely with IT support manager to close complex queries, escalating when necessary.
• Updating the call logging system
• Provide advice and guidance
• 1st-2nd level application (3rd party), office automation support and support for all client security aspects
• Installation and configuration of desktop and mobile equipment
• Execute approved IT projects that develop the capacity, performance, availability and security of IT Infrastructure
• Ensuring all equipment complies with Antivirus and security update policies
• Contributing to weekly management reports
• Maintenance and support of disaster recovery environment and appropriate testing
• Installation of software and hardware
• Ensuring any software deployed is fully licensed and approved by the SLD (software licence desk)