Desktop Support Analyst

City of London (office based)

£40,000 - £45,000 per annum

On behalf of a City based brokerage firm and Spencer Rose key client, I have an exciting opportunity for and experienced Desktop Support Analyst to join their team. You will work as part of the IT Support team and will be a key point of contact for the End User community. Alongside the team, the person in this role will support the activities of desktop services.

This role is an office-based role and you will be expected to be in the office 5 days a week Monday to Friday. There is a requirement to work be on call on a rotational basis 1 out of 5 weeks including the weekend.

PLEASE NOTE: This role will involve occasional travel to sites across the UK, therefore applicants must be in possession of a full UK driving licence and have access to a car. Cost associated with this travel will be fully covered.

Responsibilities:

• Working within the End User Compute team, you will be a key point of contact for the end user for incidents & service requests.
• Providing IT support for desktops, Laptops, printers, peripherals, telephone systems, and mobile devices.
• Triage, taking ownership, troubleshooting and liaising with other IT teams in order to resolve and manage user expectations. This will be done via Telephone support, Service Now and email.
• Creating and maintaining accurate knowledge documentation on a quarterly basis
• Execute all tickets and requests ultiising on best practise, adoption and utilisation of technology, applications, and services.
• Working with the Lead IT Operations Administrator to identify trends and spot potential problems.
• Improving and iterate on service support provision to the office.
• Ensuring computers, printers and other peripherals are operational.
• Providing support with hardware and software maintenance.
• Basic hardware breakfix replacement
• Hardware Inventory management
• Managing system access, security, and spam/anti-virus controls
• Customer site visits
• Proactive trend analysis calls to the end user
• Full JML process covering, Joiners, Movers and Leavers
• Proactive room checks
• End User Compute device management, including building devices.
• Desk moves/Desk complete set up
• To fulfil additional/ad hoc duties as needed in order to meet the needs of the business.

Experience & skills required:

• Previous at least 4 years' experience in an IT support capacity
• Full UK Driving licence and access to a car
• Customer oriented, with a passion for delivering excellent service and for continuous improvement of services.
• Excellent communication skills, able to provide technical support over the telephone, Chat or face to face.
• Good problem-solving skills, with a solution focused approach.
• Experience of products within the Microsoft Office 365 suite in a Windows 10/11 environment is essential
• Good working knowledge of Productivity and collaboration applications such as Teams, SharePoint, OneDrive and Exchange
• Knowledge and experience of Active Directory administration, including user maintenance, configuring PCs and groups
• Experience with ServiceNow ITSM tool (or equivalent)
• A certification in ITIL v3 or above would be extremely advantageous
• Experience of Scripting even at basic level is highly desirable (eg PowerShell)
• Professional manner with a strong work ethic.
• Ability to adapt and handle a constantly changing flow of support calls and walk-up technical assistance.
• Able to learn quickly and work within a fast-paced environment.
• Desire to learn and to undertake on-the-job training and continuous personal development.
• Flexible and willing to work outside of the core hours if necessary.