Desktop Support Analyst

2 days ago


Liverpool, United Kingdom SKILLFINDER INTERNATIONAL Full time

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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