Technical Support Analyst

3 weeks ago


Solihull, Solihull, United Kingdom James Adams Full time

Position: IT Support Specialist

James Adams is seeking a skilled and motivated IT Support Specialist to join our dynamic team in the financial services industry. This role offers a unique chance to be part of a dedicated IT support unit focused on delivering outstanding technical assistance and service quality. If you are passionate about IT support and excel in a fast-paced environment, we encourage you to explore this opportunity.

Role Summary:

As an IT Support Specialist, you will play a crucial role in providing essential technical assistance to our growing operations. Your contributions will be vital in ensuring the efficient resolution of IT-related challenges, maintaining high customer satisfaction levels, and enhancing the overall productivity of the IT support team.

Key Duties:

  • Deliver first-level support for IT incidents and service requests through various communication channels.
  • Identify and resolve hardware, software, and network issues relevant to the financial services sector.
  • Document and manage all incidents and service requests within the IT service management platform.
  • Refer complex issues to second-line support or appropriate teams as needed.
  • Track and follow up on pending tickets to guarantee prompt resolution.
  • Ensure comprehensive and precise documentation of support procedures and solutions.
  • Assist in the installation and configuration of IT equipment for new employees.
  • Provide exceptional customer service by conveying technical solutions in an easily understandable manner.
  • Engage in continuous improvement efforts to enhance service delivery.

Qualifications and Competencies:

  • Demonstrated experience in a service desk or technical support capacity.
  • Strong understanding of Windows operating systems, Microsoft Office Suite, and fundamental networking principles.
  • Familiarity with IT service management tools (e.g., ServiceNow, JIRA) is advantageous.
  • Experience within the financial services sector is preferred.
  • Excellent analytical and troubleshooting abilities.
  • Strong verbal and written communication skills.
  • Ability to work autonomously and collaboratively in a fast-paced setting.
  • ITIL Foundation certification is a plus.


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