Service Desk Analyst

Proactive.IT Appointments; London; On-site; GBP 30,000 - 45,000; Full time

Job summary

A prominent agency in the financial services sector seeks a Service Desk Analyst to support users in their London office. This role involves critical responsibilities like troubleshooting IT issues, managing incidents, and ensuring seamless operation within the IT environment. Candidates should possess strong communication skills and relevant technical certifications, with a proactive problem-solving attitude being essential for success in this role.

Qualifications

• 3+ years in a Service Desk/First Line role.
• Full knowledge of Microsoft Windows 10 & 11 and Office 365.
• Basic understanding of network components.

Responsibilities

• Serve as the first point of contact for IT-related issues, providing timely resolution.
• Log and monitor incidents and service requests using ITSM tools.
• Troubleshoot issues with hardware, software, and networks.

Skills

Problem Solving

Communication

IT Troubleshooting

Education

ITIL Certification

CompTIA A+

MCP

Tools

Microsoft Windows 10

Microsoft Office 365

Intune

Azure

Job description

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Our client in the financial services sector is looking for a Service Desk Analyst with a proactive, problem-solving attitude and strong communication skills to support their users across their London office.

Key Responsibilities

• Serve as the first point of contact for all IT-related issues and requests, providing efficient and timely resolution to ensure minimal impact on business operations.
• Log, prioritize, and monitor all incidents and service requests using our ITSM toolset.
• Communicate with end-users professionally and clearly, providing guidance and instructions.
• Act as a subject matter expert on IT systems, applications, and processes, offering support to end-users.
• Troubleshoot and resolve hardware, software, and network issues promptly.
• Diagnose and resolve issues related to desktops, laptops, virtual desktops, mobile devices, and printers.
• Escalate complex or unresolved issues to the 2nd and 3rd line support teams.
• Assist with the installation, configuration, and maintenance of IT equipment and software.
• Monitor IT systems proactively to identify and mitigate potential issues.
• Participate in on-call support outside regular hours as per the company policy.

Technical Skillset

• 3+ years in a Service Desk/First Line role
• Certifications such as ITIL, CompTIA A+, or MCP are advantageous.
• Full knowledge of Microsoft Windows 10 & 11, Office 365, Intune, and Azure.
• Basic understanding of network components and topology.
• Experience with MAC (moves and changes) procedures.
• Knowledge of Managed Print Solutions.
• Financial services experience is a plus.
• Strong knowledge of IT systems, applications, and hardware.

Note

Due to high application volume, only shortlisted candidates will be contacted for an interview.

Proactive Appointments Limited operates as an employment agency and is committed to equal opportunities.