Location: London/ Hybrid
Salary: £Competitive
About the role
- The IT Support Analyst will work as part of the IT Service Desk, providing a customer focused and proactive service to resolve end users IT issues. You will take ownership and deliver resolution of issues as well as investigate queries that are not immediately resolvable. Supporting the Group’s IT infrastructure and systems, ensuring adherence with both market and regulatory compliance.
- This role will be to resolve Incidents, Services, Problems and Changes questioning the status quo, making recommendations for change.
- We are looking for someone who demonstrates a flexible and dedicated approach and has a broad knowledgeable IT skill set, as well as an excellent customer service approach.
- You will be working closely in a support team of four, and will also work alongside the Infrastructure, Security and Development teams in the department.
- Liaising with business users to understand, troubleshoot and resolve first and second line IT related incidents and services, ranging from a forgotten password to a major system crash. You will work in a proactive way in order to improve the IT processes, including escalating any problems to your manager.
- Involvement in PC/laptop provisioning, configuration and desk side user support.
- Ensuring day to day IT operational checks are fulfilled, such as system back up’s. Addressing failures where required.
- Contributing information to the team about known errors and workarounds relating to incidents and problems.
- Working with third party suppliers and support to ensure the resolution of all incidents and services relating to their requests.
- Preparing and documenting user guides and technical reference guides.
- Participating in a variety and range of IT tasks and projects, such as maintaining inventories (CMDB and asset management), mobile device management, security solutions, server management, hardware support, data management and video conferencing.
- Conduct – maintain high standards of professionalism and ethical behaviour and adhere to internal and regulatory requirements in all activities.
- Undertake any other related duties as may be reasonably required.
- Working for a regulated Company, you will be expected to perform your duties to the highest of standards, in accordance with the following Conduct Rules as specified by the FCA:
- You must act with integrity
- You must act with due care, skill and diligence
- You must be open and co-operative with the FCA, PRA and other regulators
- You must pay due regard to the interests of customers and treat them fairly
- You must observe proper standards of market conduct.
- Proven experience in similar role.
- Ability to effectively work within a team or on their own initiative.
- Good customer service experience and proven record of delivering support.
- Technical knowledge of Microsoft, Office 2016 and o365, Windows 10/11, Windows Server, Active Directory and Group Policy administration, Exchange 2016/online, XenDesktop Citrix, VMWare, VOIP, MS Teams, SharePoint online, mobile device management.
- Ability to produce documentation to a good standard.
- Troubleshoot in a logical manner and will be pro-active in your approach, being able to identify potential problems, escalate and react as necessary.
- Willing to learn and enhance your abilities to develop technical skills and take on more responsibility.
- Able to handle a multitude of requests with a working knowledge base of how to resolve common issues.
- Comfortable in communicating across all levels of the organisation and able to translate technical resolutions to staff.
- Possess strong analytical and problem-solving skills.
- Deal competently with pressure and able to priorities workloads
- Must be a team player and take ownership
- Strong interpersonal and communication skills at all levels
- Desire to achieve a high standard of quality to all aspects of work.