IT Support and Service Desk Operator

3 weeks ago

London, United Kingdom Cameron Kennedy Full time

Service Desk Analyst Up to 43k + Bonus + Benefits
London

Company
London Private Bank who are at the leading edge of their industry are looking for someone who has previous Financial Services experience. First class communication skills are a must in this role


You will only be considered if you have the following:

Financial services Background
Service desk experience
Strong Azure Knowledge
Excellent communication skills


Position Overview:
The Service Desk Analyst will be responsible for providing first line technical support to internal staff (including those operating remotely) covering technical and troubleshooting assistance related to computer hardware and software, mobile devices and other technology tools and products.
This will include resolving end user Incidents and requests following ITIL best practices.
The successful candidate will be a great communicator who can articulate IT issues transparently, have strong problem-solving skills and excellent customer service and engagement.

This role reports to the IT Operations Manager.

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.
Efficiently log, prioritise, and monitor all incidents and service requests using our ITSM toolset.
Communicate with end-users in a professional and friendly manner, providing clear and concise instructions and guidance.
Act as a subject matter expert on all IT systems, applications, and processes and provide guidance and support to end-users.
Deliver comprehensive IT support for incidents and requests received via phone, Self Service Portal, and in-person desk visits.
Troubleshoot and resolve hardware, software, and network issues in a timely and effective manner.
Diagnose and resolve hardware and software issues for desktops, laptops, virtual desktops, mobile devices, and printers.
Escalate complex or unresolved issues to the 2nd and 3rd line support team members for further investigation and resolution.
Assist with the installation, configuration, and maintenance of IT equipment and software.
Facilitate the onboarding and offboarding processes for new employees and departing staff.
Proactively monitor and identify potential IT issues, taking steps to mitigate them before they impact end-users.
Maintain accurate records of all IT service requests and incidents, ensuring timely resolution and follow-up.
Maintain and update the asset inventory for new and retired hardware and assets.
Continuously improve processes and procedures to enhance the efficiency and effectiveness of IT services.
Stay updated on the latest technology trends and advancements to improve the overall IT service desk operations.
Provide IT support during core service hours (Monday through Friday, 8:00 AM—5:00 PM) in accordance with agreed-upon SLAs.
Participate in the on-call rotation by offering support outside regular business hours as needed and per the On-Call policy in force.
Collaborate with third-party IT suppliers and vendors to ensure effective service delivery.
Out-of-hours work may occasionally be required in case of an out-of-hours failure or significant change. The IT Operations Manager has discretion over other tasks related to the operations and support of the Bank's IT systems and applications.

Working style: 5 days in the office 8 AM – 4 PM and 9 AM – 5 PM rotating

Qualifications and Competencies:
Experience delivering IT services in a fast-paced environment.
3+ Years in a Service Desk/First Line position
Certifications such as ITIL, CompTIA A , or Microsoft Certified Professional (MCP) are a plus.
Microsoft Windows 10 & 11, Office 365, Intune & Azure full knowledge
Knowledge of basic network components and topology
MAC (moves and changes) procedures.
Managed Print Solutions
Previous financial service experience would be beneficial.
Strong knowledge of IT systems, applications, and hardware
Excellent problem-solving and troubleshooting skills with the ability to think critically and analytically.
Exceptional customer service skills with a positive and approachable attitude
Excellent communication skills, both verbal and written
Ability to work in a fast-paced and dynamic environment with a strong sense of urgency.

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