Service Desk Analyst

4 days ago

London, United Kingdom Talentspa Full time

**Position**: Service Desk Analyst (Plc/FTSE100 client)

**Location**:Central London

**Start date**: asap - 4 weeks

**Role type**: FTC

**Duration**: 12 months

**Salary**: £55-60K, 10% pension, private health care, life assurance, 25 days holiday etc.

**The Client**
Our client is an International Investment Bank based in Central London who require a Service Desk Analyst to join a global IT service desk to perform key role in assisting internal/external users on BAU and projects

The Service Desk Analyst will perform several key functions within the IT department that enable the delivery of a high-quality service to end users, and to ensure Service Support and Service Delivery processes are in place to meet business needs.

**Duties include;**
- Responsible for the day-to-day support and maintenance of all employee related IT services and equipment in London HQ, providing on-site support for 150 users based locally and remote support for an additional 500 users located in international offices.
- Provide desk-side and remote troubleshooting and technical support for hardware, software, network connectivity, telephony, mobile/smart device, video conferencing, audio/visual setups, and peripheral issues
- Participate in Incident Management and Problem Management processes to resolve incidents and problem tickets in a timely manner and further perform root cause analysis
- Maintain documentation of processes, issues, and resolution techniques
- Manage all hardware related tasks for London office including inventory control, imaging, replacement, packing and shipping end-user devices, assisting in desk moves requiring light moving and handling of hardware
- Engage and work with third-party service providers and equipment vendors as needed
- Endpoint Management with a specific focus on Windows OS troubleshooting

**Experience required for the role as Service Desk Analyst**

In addition to excellent communication, collaboration and people management skills, you should possess very good organisational skills, be a pragmatic person and highly focused on delivery. Experience required;
- Experience supporting and troubleshooting Microsoft Windows OS
- Exposure to networking and cloud services in a Windows OS environment
- Knowledge of current IT trends and focus areas, including cyber security, phishing, collaboration, productivity
- Service Management or Support in a large-scale and diverse environment of incident management, escalation procedures and related disciplines
- Proactive, taking ownership and accountability of tasks. Can actively identify service improvements and work with the business to implement.
- Significant experience of leading ,training and developing teams within an operational service delivery or shared services environment.
- Strong training skills, developing technical knowledge throughout the entire IT Support team

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