IT Service Desk Analyst - VIP
Hyde Park, London – Full time in office
£45,000-£55,000 per annum + Bonus
JNC Recruitment is currently working with an established and growing financial services company that is actively recruiting for a Service Desk Analyst to join their busy IT Support team, providing all aspects of technical support to a 2nd (& 3rd) line level.
You will be a trusted point of contact for IT related issues for their global offices, including to the executive team and other VIP staff, and be focused on ensuring high levels of first-time fixes and top-class customer service.
The successful candidate will have the following responsibilities:
- Providing a key point of contact and escalation for user incidents as well as service requests
- Working as First and Second line while assisting Third-Line Analysts to ensure that tickets are resolved in a timely fashion
- Providing phone and deskside VIP support, including to the C-suite and the business owner
- Triaging and resolving incidents and service requests, troubleshooting and collaborating with other IT teams in order to resolve issues and manage user expectations
- Ensure colleagues are aware of best practice and utilisation of technology, applications and services
- Mobile Device Management and Asset Management
- Regular reports and upkeep of documentation
Experience and skills required:
- Extensive Service Desk 1st line and 2nd line Support experience, 3rd line knowledge beneficial
- Excellent customer service skills with VIP / White Glove support experience
- Experience in the Financial Services sector such as Investment, Wealth, Private Equity and Asset Management.
- Strong communication skills (both written and verbal) with the ability to provide support in person, over the phone or by email
- Excellent understanding of and experience troubleshooting Windows operating systems, Azure, Office 365, Exchange & SharePoint
- Experience with Active Directory administration, user maintenance, creation and deletion
- Experience using Intune for mobile device management and mobile application management
- Desktop management with Remote Access, Patching, Deployment, Build tools
- Hardware and software installation and configuration experience
- ITIL knowledge essential (ITIL certified desirable)
In line with the Conduct Regulations 2003, when advertising permanent vacancies JNC Recruitment are acting as an Employment Agency, and when advertising temporary/contract vacancies JNC Recruitment are acting as an Employment Business.