Help Desk Support Analyst

Zenith Bank (UK) Limited.; England; On-site; GBP 50,000 - 60,000; Full time

Job summary

A leading financial institution in the United Kingdom seeks a Helpdesk Support Analyst to provide technical assistance for hardware, software, and networking issues. The role demands strong communication skills and involves monitoring ticket resolution, user support, and collaboration with third-party vendors. The ideal candidate has helpdesk experience, familiarity with tools like Active Directory and Jira, and a can-do attitude. This permanent position offers a salary of up to £60,000 based on experience.

Qualifications

• Proven experience in a helpdesk, IT support, or technical customer service role.
• Good knowledge of Windows 10/11 operating systems.
• Familiarity with networking concepts (TCP/IP, DNS, VPN, Wi-Fi troubleshooting).

Responsibilities

• Monitor Helpdesk platform to ensure proper ticket management.
• Serve as first point of contact for end users seeking technical assistance.
• Install, configure, and support desktops and peripherals.
• Assist with onboarding and offboarding of employees.
• Liaise with internal resources and third-party vendors.

Skills

Helpdesk experience

Active Directory

Office 365

Windows 10/11

Networking concepts

Hardware knowledge

Tools

ManageEngine

Jira

Job description

About us

Zenith Bank (UK) Limited (ZBUK) is a subsidiary of Zenith Bank PLC, the most profitable bank in Nigeria with an established trajectory of superlative performance, as well a strong pedigree of innovation, resilience, and market dominance. On an annual basis, Zenith Bank PLC amasses a string of notable awards; one of the most recent being listed as the sole Nigerian brand on the World’s top 100 companies in 2023 by the World Finance Magazine.

Zenith Bank (UK) Limited (ZBUK) was set up with a clear strategy to leverage trade and investment flows between Nigeria and Europe, by providing intermediary banking services and facilities for trade-related working capital and capital expenditure.

Zenith Bank recognizes the importance of leveraging a highly skilled workforce to achieve its strategic and operational goals. The bank is committed to providing an environment that is conducive for effective performance by availing all staff the necessary learning opportunity. We value the well-being of our staff and we encourage them to strike a balance between their work and personal lives, thereby creating a healthy atmosphere for personal development and career success.

With the introduction of new services here in the UK and our unparalleled knowledge of business with Africa, our 5 year strategy ensures “Controlled Growth” as we aim to become the Bank of choice for businesses wishing to transact in the African continent.

Role Overview

The Bank is looking for a motivated individual who is comfortable working at all levels within the IT Department. The Helpdesk Support Analyst provides technical assistance and support to end users for hardware, software, and network-related issues. This role involves diagnosing problems, guiding users through solutions, escalating complex issues when necessary, and maintaining documentation of support activities. This person will need to have good communication skills and be able to work directly with users and third-party service providers. The IT Department are embarking on various improvement and digital projects so the right person will be a key factor in ensuring the team’s success.

Role Responsibilities

• Monitor the Helpdesk platform to ensure tickets are assigned appropriately, resolved timely, SLAs are met, and weekly/monthly reports are prepared.
• Serve as the first point of contact for end users seeking technical assistance via phone, email, chat, or ticketing system.
• Install, configure, and support desktops, iPad, printers, and other peripherals
• Assist with onboarding and offboarding of employees (equipment setup, access provisioning, etc.).
• Support IT procurement activities
• Liaise with internal resources and third parties/vendors for the execution of projects.
• Triage Helpdesk and Service requests and elevate more technically challenging issues/problems to senior team members and/or vendors.
• Liaise with all stakeholders to carry out post-implementation review of projects and change requests
• Assist with daily and occasional evening and weekend technical tasks, problem management and projects
• User desktop workstation support including Windows and MS Office
• Implementation and documentation of all assigned projects/tasks
• Provide support and take part during IT audits, disaster recovery invocation, and Business Continuity tests
• Maintain and contribute to the development of the department’s documentations including procedures, FAQs, IT outages, vendors list and manuals

Skills/Knowledge Required

• Proven experience in a helpdesk, IT support, or technical customer service role
• Experience with common enterprise tools (e.g., Active Directory, Office 365, ManageEngine, Jira)
• Good knowledge of Windows 10/11 operating systems, Printes, MFDs, audio-visual equipment, etc.
• Familiarity with networking concepts (TCP/IP, DNS, VPN, Wi‑Fi troubleshooting)
• Can‑do attitude and willing to learn new skills
• Hardware knowledge – Desktops, Servers, Printers and MFDs

This is a permanent position paying up to £60,000 based on experience.