IT Service Desk Analyst — Global Tech Support

Alvarez & Marsal; Greater London; Sur place; GBP 28 000 - 38 000; Plein temps

Résumé du poste

Alvarez & Marsal in London is seeking a dedicated IT Service Desk Analyst to support all users by email, phone, and remote tools. You will diagnose, resolve, or escalate issues and log calls for the internal knowledge base, with occasional travel to other European sites.

The role requires experience in a help desk environment, strong MS Office–O365 knowledge, and excellent customer service skills. You will be based in London with some after-hours support and potential travel.

Qualifications

• Educated in the technology field preferred.
• Experience in help desk environment or tech support services preferred.
• Solid understanding of MS Office 2016–O365 (Outlook, Word, Excel, PowerPoint).
• Proven background with customer service and able to handle stressful / time-sensitive situations.
• Telephone customer service experience required.
• Fundamental understanding of PC hardware/software and connectivity components.
• Experience with Windows Operating Systems; Mac OS experience preferred.
• Understanding of LAN/WAN networking, VPN technology, TCP/IP.
• Good understanding of ITIL based structure.
• Exposure to hardware (ThinkPad/Dell/MacBook/iPhone/Android)
• Previous experience with an incident management/tracking system required.
• Some weekend and afterhours support and light travel may be required.
• Fluency in English is essential; additional languages desirable.

Responsabilités

• Facilitating walk-ups ServiceDesk and incident knowledge base platform (ServiceNow)
• Analyze, diagnose, document, resolve or escape reported issues and outages
• Taking ownership of tickets throughout its lifecycle with clear and timely communication to end users
• Assist other IT departments: engineering/operations and infrastructure applications/hardware
• Configure, install, and troubleshoot laptops/mobile devices/printers
• Respond to all user support inquiries globally including primary office location
• Support and troubleshooting include MS Office 2016–O365, ServiceNow, Commvault, VPN, JAMF, Active Directory, SharePoint, printers

Connaissances

Customer service

Troubleshooting

Communication

Time management

Formation

Tech education

Outils

ServiceNow

MS Office 365

JAMF

Active Directory

SharePoint

Intune

SCCM

Description du poste

Alvarez & Marsal in London is seeking a dedicated IT Service Desk Analyst to support all users by email, phone, and remote tools. You will diagnose, resolve, or escalate issues and log calls for the internal knowledge base, with occasional travel to other European sites.

The role requires experience in a help desk environment, strong MS Office–O365 knowledge, and excellent customer service skills. You will be based in London with some after-hours support and potential travel.