ICT Remote Support Analyst

2 weeks ago

London, Greater London, United Kingdom H&R Talent Full time

An excellent opportunity has become available for an ICT Remote Support Analyst working at a prestigious Global PR company within their Helpdesk on a permanent basis. You will be providing 1st with some 2nd Line Support to the Central London HQ and users globally in a Windows with some Mac environment working to SLA's following ITIL processes.

ABOUT THE COMPANY

The company is one of the worlds best advisory firms specialising in business critical issues. They advise the world's leading companies on how to navigate the critical issues they face and engage with their critical stakeholders.

ABOUT THE ROLE

The role requires quick response to resolve incidents and requests or escalate appropriately if needed whilst working as part of a team responsible for all ICT service-related work. It will be supporting predominantly in their EMEA offices but helping in US and Asia when required.

This is a position that requires excellent people skills who can build rapport within a friendly and dynamic organisation.

What this role is:

  • 1st/2nd Line Remote Support
  • Clear progression from Helpdesk to Desktop Support, then onto Projects & Infrastructure or IS Security or Management
  • Extensive Training
  • Fast based busy corporate environment
  • Excellent salary and benefits including 15-20% bonus

What this role is not:

  • Desktop Support (at least for first 10 months)
  • Someone who is happy providing Helpdesk Support for the next 10 years

KEY RESPONSIBILITIES

  • Managing incidents and requests directed at the service desk through a variety of channels: phone, email and walk ups.
  • Ensuring that correct processes are followed, and all tickets are logged with detailed information and catergorised correctly in the ITSM tool.
  • Providing technical support to end-users, investigating issues thoroughly and communicating technical instruction in a clear and concise manner to non-technical staff.
  • Regularly providing updates to incidents and requests and necessary and subsequently providing feedback to the end-user on outstanding issues and requests.
  • User and system administration tasks; password resets, creating/removing user objects, system access and editing distribution lists.

QUALIFICATIONS:

  • Customer focused and able to provide an exceptional professional experience
  • Excellent communication skills, confident in both written and verbal
  • A self-starter who can provide high quality work unsupervised
  • Very organised and able to handle multiple requests
  • A team player who works well with colleagues
  • The ability to be flexible and adaptable within the role
  • Attention to detail and able to follow process

KEY SKILLS:

Essential

  • Active Directory administration
  • O365 administration
  • Logging ICT requests
  • Telephone support
  • Application support
  • Software installation
  • Windows 10 support
  • macOS knowledge
  • iPhone Support
  • Intune administration

Desirable

  • ITIL Foundation
  • Microsoft certifications (MCP, Cloud Fundamentals)
  • CompTIA certifications (A+, Network+, Server+)

WORKING HOURS:

  • Provide services on a shift basis between the hours of 08:00 – 22:30hrs (Covering US EST). The role can be balanced between the office and working remotely.
  • There may be a requirement for weekend cover on an on-call basis for which there will be additional remuneration.
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