IT Service Desk Analyst - FTC

Baird; London; On-site; GBP 25,000 - 40,000; Full time

Job summary

A leading financial services company in London is seeking a dedicated IT Service Desk Analyst to provide exceptional IT support and customer service. The successful candidate will have a proactive approach, relevant certifications, and experience in a diverse IT environment. Join a team recognized for its commitment to client interests and career development opportunities.

Benefits

Exciting career opportunities

Inclusive culture

Collaboration with top professionals

Qualifications

• At least 2 years of experience in IT Service Desk or IT support role.
• Relevant IT qualification or certification.
• Comprehensive knowledge of IT systems and applications.

Responsibilities

• Provide first and second level IT support to clients.
• Document actions and ticket resolutions thoroughly.
• Collaborate with global IT teams on various projects.

Skills

Customer service

Problem-solving

Communication

Attention to detail

Education

CompTIA A+

ITIL Foundation

Microsoft Certified Professional

Tools

Windows

Office 365

Active Directory

Networks

Cloud services

Job description

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We are looking for a dedicated IT professional with experience and a proactive approach to deliver top-notch IT support and outstanding customer service. The IT Service Desk Analyst, located at our London office, will serve as the initial contact for our internal clients, offering technical assistance and advice on various IT matters. Working within a dynamic and cooperative team, the IT Service Desk Analyst will utilize their strong communication and problem-solving abilities to provide exceptional customer service and support.

Baird has provided first class financial services for over a century, prioritizing client interests. Recognized as one of the 100 Best Companies to Work For since 2004, it attracts industry professionals and talented individuals. New associates engage with senior executives and premier clients, fostering skill development and industry knowledge.

If you are a dedicated IT professional with a passion for helping others and a commitment to excellence, we encourage you to apply and become a valuable member of our team!

As an IT Service Desk Analyst, your responsibilities include:

Client Interaction:

Serve as the initial point of contact to offer first and second level comprehensive IT support to associates and stakeholders.

Utilize effective communication, diagnostic, and troubleshooting skills to resolve client incidents and fulfill requests, taking complete ownership of the ticket lifecycle until resolution/fulfillment.

Deliver exceptional customer service to associates and other stakeholders.

Analysis:

Identify issues requiring escalated support and proactively ensure rapid resolution at the next level.

Maintain communication with affected clients to uphold end-to-end ownership during escalation procedures.

Analyze ticket history and current client issues to work towards resolution with a full understanding of the context.

Use data and analytic tools when necessary to review ticket, machine, and experience history during analysis.

Show initiative in learning new Baird systems, technologies, and processes regularly.

Documentation:

Contribute to maintaining knowledge base articles and creating documentation.

Thoroughly document all actions, current status, and resolution steps taken throughout the support inquiry process.

Collaborate effectively with global IT team members.

Use autonomy to challenge the status quo and identify continuous improvement opportunities for the IT Service Desk.

Adhere to the IT department's work environment and shift expectations.

Projects:

Support technology implementation efforts and participate in ad-hoc projects and other necessary administrative tasks.

What makes this opportunity great:

Exciting career opportunities collaborating with top professionals in the industry.

Team of dedicated associates focused on delivering exceptional results for clients and supporting local communities.

Inclusive culture valuing diverse backgrounds and viewpoints, while promoting teamwork and strong partnerships.

What we look for:

Must have at least 2 years of experience in an IT Service Desk or IT support role, ideally within a large and diverse organization.

Possession of a relevant IT qualification or certification such as CompTIA A+, ITIL Foundation, or Microsoft Certified Professional.

Comprehensive knowledge of IT systems, applications, and infrastructure, including Windows, Office 365, Active Directory, networks, and cloud services.

Emphasis on customer service, excellent verbal and written communication abilities, and the capacity to explain technical concepts clearly.

Strong attention to detail, precision, ability to work well under pressure, and meet deadlines.

Demonstrates a proactive and positive attitude, keenness to acquire new skills and technologies, and a commitment to continuous improvement.