Service Desk Analyst

2 months ago

Tower Greater London, United Kingdom CV-Library Full time

1/2nd Line Support Engineer – Up to £35,000 – Financial Services - London

Overview:
A global British FTSE250 financial services company with over 60 locations worldwide are looking to recruit an experienced 1/2ND Line Support Engineer to be based at their London office.

This is a full-time, office-based position requiring five days per week in the office. The role includes participation in an on-call rota, which is factored into the salary.

Role & Responsibilities:

Incident Management: Act as a primary contact for end-user incidents and service requests, ensuring efficient triage, troubleshooting, and resolution.
Documentation: Maintain and update accurate knowledge base documentation quarterly.
Ticket Execution: Handle tickets and requests using best practices, maximising the adoption of IT services and applications.
Problem Management: Work with the Lead IT Operations Administrator to identify trends and potential problems to enhance service delivery.
Hardware Support: Ensure operational functionality of computers, printers, and peripherals, as well as assist with hardware and software maintenance.
Collaboration: Liaise with other IT teams to resolve issues and manage user expectations effectively.
Service Improvement: Contribute to the enhancement of support processes and identify opportunities to improve service provisions.
On-Call Duties: Participate in a rotational on-call schedule, supporting out-of-hours needs as required.
Ad Hoc Tasks: Undertake additional duties as needed to support business requirements.Essential Skills & Experience:

Active Directory administration, user maintenance, and group configuration.
Microsoft Office 365 suite and collaboration tools (Teams, SharePoint, OneDrive, Exchange).
Windows 10/11 and standard Microsoft workloads (Outlook, Excel, PowerPoint).
Multi-factor authentication setup (MS MFA, DUO).
VMware and HP hardware.
Apple hardware and macOS/iOS.
MS Intune and collaboration tools (Webex, Zoom, MS Teams, TeamViewer).Package:

Up to £35,000
Comprehensive benefits, including private healthcare and contributory pension.
Opportunities for professional development and career progression. 
1/2nd Line Support Engineer – Up to £35,000 – Financial Services - London

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