Service Desk Analyst 79461
Location: Manchester
Duration: 12 months
My high-profile client are recruiting for a Service Desk Analyst. The role is a hybrid position with 3 days in the office and 2 days from home.
Key Responsibilities Include daily, weekly, monthly:
- · Provide first line/SME technical support to all Employees & Contractors
- · Respond to requests for technical assistance via phone, chat and Self-Service WEB tickets.
- · Assist users with Password resets and unlocks.
- · Troubleshoot Microsoft Office/Outlook 2013/16/O365.
- · Provide Smart Hands support assistance (where applicable)
- · Remain current with support changes/ updates and adherence to the Company Policies and Incident Management process.
- · Remotely diagnose and troubleshoot PC, printer, telephone, mobile (where applicable), VPN and software issues
- · Should possess knowledge about Virtual Desktops Infrastructure /Citrix environment.
- · Research solutions using available knowledge base.
- · Advise users on appropriate action.
- · Log all inquiries and incidents as required.
- · Assign unresolved Incidents to appropriate support teams in a timely manner.
- · Responsible for ensuring incidents requiring urgent attention are escalated via the identified escalation management procedure.
Qualifications:
- · Knowledge of PC hardware and software.
- · HDI Support Centre Manager Certification (preferred but not required)
- · Other IT Certifications, i.e., Microsoft (preferred but not required)
- · Ability to make sound decisions in real time crisis.
- · Ability to follow set procedures and processes.
- · Excellent documentation skills
- · Ability to work independently and/or in a team setting.
- · Experience in the securities or financial services industry is a plus.
- Must have Ability to Multi-task and manage priorities with little supervision.
- Must have strong communications skills.
- Should work in Rotational shifts and national holidays.
- ITIL experience would be added advantage.
The bank is an Equal Employment Opportunity/Affirmative Action Employer. Minorities/Females/Individuals With Disabilities/Protected Veterans.Our ambition is to build the best global team - one that is representative and inclusive of the diverse talent, clients and communities we work with and serve - and to empower our team to do their best work. We support well-being and a balanced life, and offer a range of family-friendly, inclusive employment policies and employee forums.