IT Support Specialist

3 weeks ago


Solihull, Solihull, United Kingdom James Adams Full time

Position: Service Desk Analyst

James Adams is collaborating with a prominent client in the financial services industry to identify a skilled and committed Service Desk Analyst. This role presents a fantastic opportunity to become part of a dynamic IT support team dedicated to providing outstanding technical assistance and service quality. If you excel in a fast-paced setting and have a strong enthusiasm for IT support, we encourage you to explore this opportunity.

Role Summary:

As a Service Desk Analyst, you will play a crucial role in delivering essential technical support to our client's growing operations. Your contributions will be vital in ensuring the effective resolution of IT-related challenges, upholding high standards of customer satisfaction, and enhancing the overall productivity of the IT support team.

Primary Responsibilities:

  • Deliver first-level support for IT incidents and service requests through various communication channels.
  • Identify and resolve hardware, software, and network issues pertinent to the financial services domain.
  • Document and manage all incidents and service requests within the IT service management platform.
  • Refer complex problems to second-line support or appropriate teams as needed.
  • Track and follow up on pending tickets to guarantee prompt resolution.
  • Maintain thorough 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 articulating technical solutions in an accessible manner.
  • Engage in continuous improvement efforts to elevate service delivery.

Qualifications and Skills:

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


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