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Tech Support Analyst

Posted 6 March by Investigo Easy Apply Ended

Main purpose of the role

The primary role of a Technical Support Analyst is to provide support for users / systems, resolving support requests and incidents as well as meeting user satisfaction. The role is based in central London.

Key Responsibilities

  • To install, maintain, diagnose and resolve incidents relating to IT equipment (servers, workstations, printers, MFD's laptops etc.), applications and systems

Working on

  • To assist all users with any logged IT related incidents or requests when called upon
  • To record, update and document requests, incident calls and assets using the Remedy and other systems
  • To maintain a high level of customer service ensuring that all users are treated with efficiently and in an appropriate manner

Essential Skills/Experience

  • Windows 7 / 2008 R2 / 2012 R2
  • MS Office Suite (strong Excel skills required)
  • Market Data applications such as Bloomberg, Reuters, Fedissa, Factset and Datastream
  • Active Directory Administration
  • Lotus notes 8.5
  • PC/laptop building / upgrading
  • Networking skills - patching, PC connectivity, TCP/IP
  • Troubleshooting skills, attention to detail
  • Repairing hardware & software faults, installations and application troubleshooting
  • Understanding of networking principles in a Microsoft environment, e.g., TCP/IP, DNS, DHCP, Active Directory
  • At least 6 years working as a desktop / Trade support engineer in a Finance environment

Desirable Skills Experience

  • Microsoft certification e.g. MCSA
  • Scripting, i.e. automation of specific tasks via scripts (DOS batch, VBScript, Powershell)

Personal Qualities

  • Excellent communication and people skills with the ability to communicate effectively with technical and non-technical colleagues at all levels in the organisation
  • Highly motivated and organised
  • To be able to work effectively in a team or autonomously
  • Attention to detail
  • Practical troubleshooting and problem analysis techniques
  • Ability to prioritise, manage and perform under pressure
  • Enthusiasm and willing the be flexible

Key Relationships

  • IT Manager
  • Infrastructure team/Managers
  • IT Supplier
  • Team Members

Organisational Competencies / Values

  • Trust and empowerment
  • Acting with decency
  • Innovative and adaptable
  • Have good listening skills
  • Have strong organisational and multi-tasking skills
  • Be team orientated
  • Have strong communication skills
  • Be able to thrive under pressure
  • Be able to use own initiative
  • Needs to be adaptable and flexible in terms of task prioritisation and working hours
  • Must be able to assess situations in a rigorous and methodical manner

Reference: 34615061

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