Junior IT Support & Service Desk Analyst

Citco

Greater London

On-site

GBP 25,000 - 32,000

Full time

9 days ago

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Benefits offered by this job

Career development

Educational support

Salary & benefits

Global team

Job summary

Citco in London is seeking a proactive IT Junior Support Analyst to provide local IT infrastructure support for the office and region. You will diagnose and resolve software and hardware incidents, document requests in the Service Desk system, and ensure high levels of customer service.

This role reports to the VP of End User Compute and offers opportunities for learning and professional development. Ideal candidates have about 1 year of similar experience, a working knowledge of ITIL and Change

Qualifications

1 year of experience in a similar IT support role.
Demonstrated understanding of ITIL and Change Management.
Excellent communication and interpersonal skills – both written and verbal.
Demonstrated analytical and problem management skills.
Experience in ensuring compliance with industry and local government standards.

Responsibilities

Diagnose and resolve software and hardware incidents, requests and coordinate/implement scheduled changes, including operating systems, telecoms and enterprise software applications.
To take ownership of issues by carrying out incident analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible; escalating incidents to other support teams where necessary.
To accurately record, update and document incidents and requests in the Service Desk ticketing system.
To maintain a first class level of customer service ensuring that all customers are treated efficiently and in an appropriate and professional manner.
Maintain excellent verbal communication skills with the ability to communicate effectively with technical and non-technical colleagues at all levels in the organization.
To create, maintain and publish relevant support documentation in order to assist all users in the quick resolution of their incidents and service requests and enable users to become more self-sufficient.
Verify IT Asset Management (ITAM) records up to date.
Provide support and management of physical access and general security of the premises where required.
To complete daily/weekly/monthly IT Health Checks for the Local Office.
Proactively notify Business and IT management of any issues as soon as they’re identified and provide regular updates on proposed solutions.
Assist in BCP planning and testing by ensuring IT hardware and facilities are DR ready.
Report to Business and IT Management on a periodic basis on IT issues, progress, initiatives, upcoming hardware/software replacements/upgrades and anything else which may impact Business operations.
Act as general on-site resource for all IT teams supporting the site.
Cross organisational support – remote support for other locations.
Work after hours as required and be available to participate in an on-call schedule.