Service Desk Support Analyst

J.M. Finn & Co. Ltd; City Of London; On-site; GBP 30,000 - 40,000; Full time

Job summary

A financial services firm in London is seeking a Service Desk Support Analyst for providing 1st line support to end users and some 2nd line support. The ideal candidate should be ITIL certified, possess strong customer service skills, and have experience in a Service Desk environment. Responsibilities include ensuring IT infrastructure functions smoothly and making improvement recommendations. This is a full-time position based in London.

Qualifications

• Experience of working in a Service Desk environment is essential.
• ITIL Certification is preferred.
• Understanding of basic computer networking is beneficial.

Responsibilities

• Provide 1st line internal support to end users.
• Ensure the IT infrastructure functions smoothly.
• Make recommendations for improvements.

Skills

Experience of working in a Service Desk environment

Windows 10/11 experience/exposure

Office 365 support skills

Azure Active Directory support skills

ITIL Certified

Able to work under pressure

Well organised

Customer facing

Education

Educated to Degree/A Level/HND/City & Guilds or equivalent

Job description

Service Desk Support Analyst

Department: IT

Employment Type: Full Time

Location: London

Description

Provide 1st line internal support to JM Finn end users, with some 2nd line support when necessary.

Key Responsibilities

Business

• To ensure the Firm’s I.T. infrastructure functions smoothly both in London and the branch offices
• To make recommendations for improvement where appropriate
• To be the expert in own area of specialisation
• To provide flexible staff cover when required

Technical

• To be familiar with the operational characteristics of all the Firm’s systems
• To Provide 1st & 2nd (when necessary) line support logging via Service Desk application.
• To keep abreast of technological and market developments and make recommendations to the Service Desk Support Manager/Head of I.T. where they might be of use to the Firm

Interaction with users and supplier

• To be positive and pro-active when dealing with queries and problems with staff
• To treat all suppliers fairly and professionally

Skills, Knowledge and Expertise

• Preferably educated to Degree/A Level/HND/City & Guilds or equivalent
• ITIL Certified
• Experience of working in a Service Desk environment
• Basic understanding of a computer network
• Windows 10/11 experience/exposure
• Office 365 support skills
• Azure Active Directory support skills
• Able to work under pressure
• Analytical and numerate
• Used to problem solving under pressure
• Used to working ‘until the job gets done’
• Well organised
• Customer facing