Helpdesk Support Analyst

Competitive | London | Contract
Posted 3 months ago

Helpdesk Support Analyst

Are you looking for your next exciting role? Would you like to work for one of the UK's largest Asset Managers? Would you like to work for an organisation, where you'll be recognised for the effort you put in? Well, look no further as the perfect opportunity is right in front of you!

Helpdesk Support Analyst

Purpose of role:
Responsible for providing first line technical support for the user community at the organisation. Helpdesk Analysts are responsible for logging all calls, resolving support calls they are able to resolve and to route calls through to the appropriate teams. The analysts are also responsible for the set-up of all new joiner accounts, provisioning of hardware requirements i.e. laptops and blackberry’s, the team also action the decommissioning of leaver accounts.

Role Accountabilities:
• Ensure that all calls to the helpdesk are logged and routed appropriately
• Provide a central point of communication between the user community and IT
• Provide first time technical fixes over the phone
• Ensure that service standards are met by both the Helpdesk and other support teams, escalate appropriately to IT Customer Services Manager
• Ensure new Joiner AD and Application Accounts are set up on time
• Ensure that Leavers accounts are decommissioned within the appropriate timeframes.
• Manage the calls within Remedy (call logging system) ensure that users are kept informed of progress at all times and manage their expectations.
• As part of a team of 3, provide cover from 7:30am to 6:00pm as part of a shift rota.
• Set up hardware such as Blackberry’s and Laptops.

Knowledge, Skills and Experience Required:
• Windows 7
• Microsoft Office
• Active Directory
• VDI - VMware View
• Altiris
• Appsense
• Experience of working on a helpdesk, managing incoming emails, incoming calls and desk visits to the helpdesk.
• Experience of providing 1st time technical fixes over the phone
• Experience of working and resolving common issues with MS office
• Basic knowledge of printers and printing and troubleshooting common issues associated with them.
• Solid knowledge and experience of laptops and remote access solutions
• Previous experience working with Active Directory and Exchange Server 2007.
• Awareness of basic fund management processes and the effect that system failure will have on the business.

Personal Qualities:

Communication:
• Excellent verbal and written communications
• Ability to understand technical issues and explain them to a non-technical audience
• Adapts approach according to the situation and audience

Resilience
• Works well under pressure in a busy environment – used to dealing with high volume calls
• Responds or acts calmly even under difficult conditions such as a major incident at work impacting all of the user community
• Can prioritise workload and ensures that business users are kept up to date at all times

Team Working
• Builds relationships with different areas across the whole organisation
• Promotes the team’s identity and generates pride and commitment
• Encourages team spirit and is seen to work with and for the team

Helpdesk Support Analyst

Are you looking for your next exciting role? Would you like to work for one of the UK's largest Asset Managers? Would you like to work for an organisation, where you'll be recognised for the effort you put in? Well, look no further as the perfect opportunity is right in front of you!

Helpdesk Support Analyst

For more information about this role, please contact:

Ashley Waterman

ashley.waterman@interquestgroup.com
01892 553 241

See Ashley Waterman's jobs
Related Jobs

Performance Risk Business Analyst

Competitive | London | Contract

Business Analyst - Performance Risks - Technical analysis of distributed connected data systems - Liaise with stakeholder representatives of internal supplying data systems to progress delivery against requirements. - Proven development experience using SQL, C#...


System Administrator

£30,000 | London | Permanent

System Administrstor Provision of client-facing services, in a technical discipline in as many of these listed below would be great, we have several oppertubnities at all levels from Junior...


Business & Strategic Planning Lead

Competitive | Staines | Contract

Planning Strategic Manager Our client based in Staines are seeking a proven and sucessful Business & Strategic Planning Analyst non IT focused to come on baord and...