Service Desk Analyst

A position has arisen for an IT Service Desk Analyst working with an Asset Management firm based in London.

Duties and Responsibilities:

• Be the first point of contact in resolving 1st and 2nd line support calls

• Ensure users are informed of progress at agreed intervals

• Own and handle incidents / problems with various teams through to resolution

• Support Senior Analysts on the production of service management information for senior management

• Assist with project work where needed

• Provide cover to the business from 07:00 – 19:00 on a shift basis

• Provide on-call support from 19:00 – 07:00 weekdays and 24hr on weekends. On a rotational basis

Essential:

• Experience working with ServiceNow

• Prior experience working within a 1st/2nd line Desktop Support role

• Knowledge of Windows 10 or equivalent

• Knowledge of Microsoft Office 2016 including Outlook

• Understanding of Microsoft Active Directory

• Experience of configuring mobile devices e.g. iOS and Android

• Ability to use helpdesk management tools to log/monitor/close client problems/requests

• Experience of working in high-pressure environments

• Ability to identify, isolate and resolve IT problems / requests

Advantageous:

• Familiarity with Microsoft Certificate Services and E-mail Encryption

• Understanding of Microsoft Systems Centre Configuration Manager

• Basic understanding of LAN technologies

Successful candidates will join existing Service Desk teams within a fast-paced environment and have the following personal qualities:

• Excellent interpersonal skills

• Highly motivated with a passion for technology and a can-do attitude

• Organised individual who is a good communicator and can discuss technical subjects in layman terms

• Always maintains a calm, professional manner

• Self-motivated with the ability to learn ‘on the fly’, demonstrating a willingness to seek and achieve improvements to processes and technology

• Ability to work as part of a team, circulate important information and contribute to team discussion

• Good time management / planning – manages personal workload effectively, sets realistic and achievable targets and delivers against them

To discuss further, please contact the Financial Services team at Venn Group.