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Desktop Support Analyst
2 days ago
FTC - (An initial 6 months)
Desktop Support Analyst, Permanent, Liverpool, 4 days onsite a week, Banking
As a Desktop Support Analyst, you'll collaborate with various business and IT teams, external partners, and suppliers to create a stable and productive work environment. Focused on the Bank's three largest sites, you'll promptly address incidents and fulfil requests, ensuring a seamless experience for all users.
Responsibilities:
- Incident Resolution: Handle a wide range of requests and incidents, from laptop connectivity to troubleshooting application performance and complex mailbox configurations.
- Deskside Assistance: Provide on-site support to employees.
- Remote Support: Assist users remotely.
- Alignment with Goals: Ensure the digital and physical workplace aligns with Rathbones' objectives.
Key Deliverables:
- Efficient Incident Resolution: Address incidents and requests promptly and effectively.
- Technical Escalation: Escalate complex issues to the appropriate technical experts.
- Continuous Learning: Stay updated on new services within the IT Operations environment.
- User Support: Serve as the first point of contact for user inquiries (2nd line support).
- Project Collaboration: Contribute to occasional project work.
- New Employee Induction: Assist with onboarding new staff members.
This role is office-based, requiring a minimum of 4 days per week.
Key Skills:
- Excellent Customer-Facing Skills: Communicate effectively at all levels.
- Broad Technical Knowledge: Understand the Bank's estate.
- Problem-Solving: Approach challenges with a keen sense of customer service.
- Workload Management: Ability to prioritize and manage tasks.
- Customer Service Focus: Prioritize user satisfaction.
- Technical Breadth: Familiarity with various technologies.
- Problem Solving: Analytical skills to resolve issues.
- Time and Impact Management: Efficiently manage tasks.
Technical Knowledge:
- Modern Workplace and MS Office 365
- MS Windows Desktop Technologies
- Print Solutions
- Laptop Build and Maintenance
- Basic Telephony
- Networking Skills
- Video Conference Support
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