IT Service Desk Analyst - L2 Support - onsite

Alvarez & Marsal Deutschland GmbH; Greater London; On-site; GBP 30,000 - 50,000; Full time

Job summary

Join a global professional services firm as an IT Field Services Support Specialist in London. This role offers the opportunity to support users across various technology platforms, ensuring smooth operations and exceptional service delivery. You will engage with a diverse range of challenges while working within a dynamic team. The ideal candidate will possess strong customer service skills and a solid understanding of IT support, making a significant impact in a fast-paced environment. With a focus on career development and exposure to complex projects, this position is perfect for those looking to grow in the tech field.

Benefits

25 days holiday

Private medical insurance

Dental insurance

Opportunities to travel

Qualifications

• Prior help desk experience preferred.
• Solid understanding of MS Office and customer service skills.
• Knowledge of PC hardware/software and networking.

Responsibilities

• Support users through walk-ups, email, and phone.
• Diagnose and resolve IT-related issues.
• Configure and troubleshoot laptops and mobile devices.

Skills

Customer Service

MS Office 2016 - O365

Incident Management Systems

Windows 7-10

Active Directory

LAN/WAN Networking

Mac OSX

VPN Technology

ITIL Knowledge

Troubleshooting

Education

Technology Field Education

Tools

Service Now

Commvault

SCCM

JAMF

Job description

Description

This role is fully onsite and the right to work in the UK is required. The ideal candidate is an experienced Level 2 IT Service Desk Analyst with a track record of supporting users within mid-large sized international corporate firms.

Alvarez & Marsal (A&M) is a global professional services firm specializing in turnaround and interim management, performance improvement, and business advisory services. A&M delivers specialist operational, consulting, and industry expertise to management and investors seeking to accelerate performance, overcome challenges, and maximize value across the corporate and investment lifecycles. Founded in 1983, the firm is known for its distinctive restructuring heritage, hands-on approach, and relentless focus on execution and results.

Overview:

The position of IT Field Services Support Specialist will be based in the London office and be part of the core Field Services team to support all UK and International users by front-facing contact via walk-up desk, email, telephone, and/or remote tool for all technology-related problems. The IT Field Services Support Specialist will provide diagnosis, resolution, or escalation to other service desk team members, engineering, and/or applications development groups using our incident management system. In addition, the IT Field Services Support Specialist is responsible for understanding, interpreting all support requests, providing documentation, and resolution for our internal knowledge base. A candidate for employment must demonstrate both great customer service and teamwork. The candidate must be able to set an expectation level for an issue and deliver on that expectation, must be able to be self-sufficient and able to appropriately manage their own workload.

Responsibilities:

• Facilitating walk-ups ServiceDesk and utilizing incident knowledge base platform (Service Now)
• Analyse, diagnose, document, resolve or escalate reported issues and outages
• Assist other departments within IT; 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

Supported Applications:

Support and troubleshooting include supporting: MS Office 2016 - O365 suites, Commvault, (Cisco Products: Jabber, WebEx, AnyConnect VPN, Call Manager CUCM), JAMF (Mac deployment), Active Directory, Shared drive/Folder permissions understanding & troubleshooting, Bitlocker MBAM, Labtech ConnectWise, SCCM, Video & Audio Conferencing administration, Apple iOS, Android, 2FA/MFA mobility support & VOIP connectivity troubleshooting, LAN connectivity troubleshooting, Mimecast, Intune, network printer support.

Qualifications:

• Educated in the technology field preferred
• Some prior experience in help desk environment or tech support services (preferable)
• Solid understanding of MS Office 2010/2013/O365 (Outlook, Word, Excel, Power Point, etc.)
• 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 7-10 Operating Systems, Mac OSX experience is preferred
• Knowledge of MS Exchange, Active Directory, SharePoint
• Knowledge of LAN/WAN networking, remote access VPN technology, TCP/IP
• Good understanding of ITIL-based structure
• Exposure to HP/Lenovo ThinkPad/MS Surface/MacBook/iPhone/Android/hardware preferred
• Previous experience with an incident management/tracking system required
• Some weekend and after-hours support required, as well as light travel potentially
• Fluency in English is essential, additional languages are a nice to have

Why Join Alvarez & Marsal?

• Competitive package: Salary plus bonus and benefits including 25 days holiday, private medical and dental insurance, and opportunities to travel to our overseas offices.
• Career development: A&M values high performance and rewards individual contributions, offering excellent training and growth opportunities in a dynamic, global organization.
• Exposure to complexity: Work within a global team where you will engage with diverse challenges and play a pivotal role in driving success.