Senior Service Desk Analyst

3 weeks ago

London, Greater London, United Kingdom ECI Full time

Unlock Your Potential as a Senior Service Desk Analyst

ECI is a leading global provider of managed services, cybersecurity, and business transformation for mid-market financial services organizations. As a Senior Service Desk Analyst, you will play a crucial role in delivering exceptional IT support to our clients worldwide.

The Opportunity:

As a Senior Service Desk Analyst, you will be responsible for providing end-user desktop support to multiple users at multiple locations running Windows, Exchange, and Office environments. You will work closely with our team to ensure swift ticket resolution and meet Service Level Agreements (SLAs).

Key Responsibilities:

  • Provide Level 1 and Level 2 end-user desktop support to multiple users at multiple locations.
  • Triage daily advanced support incidents, desktop and light server troubleshooting, hardware and software installation, upgrades, and transformative projects.
  • Action daily midlevel to advanced infrastructure support incidents.
  • Resolve incidents and requests related to mail application/office issues, client/server connectivity issues, time-sensitive and VIP workstation incidents, file restores, remote access incidents, and password resets.
  • Execute basic system maintenance, including software and operating system patching and software version upgrades.
  • Provide support for Active Directory, including add/remove users, password resets, and Group Policy application.
  • Interface with common technology support tools, such as Remote Monitoring and Management (RMM) and Mobile Device Management (MDM).
  • Project work for the installation and support of Windows PCs and servers, Azure, and Microsoft services.
  • Creation and administration of user accounts on all group technology-supported systems.
  • Work closely with other IT teams to ensure swift ticket resolution and meet SLAs.

Requirements:

  • Minimum + years of end-user support experience.
  • Microsoft Operating Systems, such as Windows, Microsoft Office, and exceptional experience with MS Office Suite, including Office installation and administration, configuration, and troubleshooting.
  • Provide midlevel to advanced support and guidance to end-users on all aspects of Office applications and services, including Outlook, SharePoint, Teams, OneDrive, and Office Suite.
  • Hands-on experience with Azure, Intune, OneDrive, Exchange online, and SharePoint. Proficiency in implementing and managing conditional access policies in Microsoft Azure Active Directory.
  • Basic PowerShell experience, including copy/paste and writing/deploying.
  • Android/iOS configuration, troubleshooting, and potential with MDM/MAM solutions.
  • Able to troubleshoot/understand cyber-security concepts, including Multi-Factor Authentication (MFA), Anti-virus/Anti-malware, Software Firewall, and Web Filtering.
  • Intermediate knowledge of networking concepts, including TCP/IP, LAN/WAN, DHCP, DNS, DFS, Routing, Switching, and Firewalls. Understanding of networking concepts and security principles in Azure environments.
  • Experience with hardware troubleshooting, including desktop/laptop, printer, and mobile device.
  • Excellent communication and customer service skills, with a strong ability to articulate technical information to non-technical people.
  • Active Directory Administration, including account creation, modification, and password resets.
  • Client VPN setup and troubleshooting.
  • Familiarity with file system support, including permissions, sharing, backups, and restores.
  • Experience working with a service desk ticketing system, such as ServiceNow, ConnectWise, or Jira.
  • Experience troubleshooting file and print services, along with deployment.

Bonus Points:

  • Familiarity with ITIL and ITIL best practices within an IT operations environment.
  • Certifications in AZ, M fundamentals, and ITIL V.
  • Experience with Managed Service Providers (MSP).
  • Experience with Market Data vendors, such as Bloomberg, Reuters, and Factset.

About ECI:

ECI's culture is all about connection - connection with our clients, our technology, and most importantly with each other. We offer a competitive compensation package and a collaborative work environment. If you believe you'd be a great fit and are ready for your best job ever, we'd like to hear from you.

Love Your Job, Share Your Technology Passion, Create Your Future Here

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