Senior Service Desk Analyst

This unique role is placed within the Service Desk team with the primary objectives to provide 1st and 2nd line technical support for all departmental IT applications, business services and end-user computing, and to drive improvements to the user facing services we offer. As the Service Desk team is the first point of contact for all Technology related queries, it is imperative that the support provided by the role holder, and general customer service are excellent. In addition to excellent customer service skills, solid, extensive all-round technical knowledge will be key to succeed in this role. 

The role will also be trained to assist the London based Microsoft Enterprise team, extending the business hours of both the service desk, and Microsoft Enterprise team. 

Requirements

Essential Skills / Experience: 

• Minimum 3 years’ experience in similar role, supporting corporate business, accustomed to corporate environments 

• Onboarding/offboarding experience (joiners, movers, leavers) 

• Excellent interpersonal skills (previous experience in retail or customer services advantageous) 

• Task management and prioritisation, adhering to SLAs and KPIs 

• Knowledge of computer hardware and troubleshooting hardware-related incidents 

• Experience building laptops/desktops including MacOS 

• Good knowledge of Office 365, Azure AD, Intune, Windows, (Linux environments desirable) 

• Understanding of print servers and printers 

• Knowledge of telephony (Mobile and VOIP) 

• Experience supporting mobile devices, MDM applications, and managing company assets

Desirable Skills / Experience: 

• Working knowledge of Kanban or agile methodologies.  

• Understanding of how auditing and certification procedures impact the Service Desk  

• Experience with databases on Linux such as MySQL or Postgres.  

• Understanding of TCP/IP networking 

Experience of working in financial services / regulated entity   #

Salary offered: Up to $80,000

Benefits

• 25 days PTO
• Generous funding pot for training courses and conferences
• Pension: 401K
• Private medical, dental, and vision coverage
• Life insurance
• TriNet Platform
• Wellness contribution program with access to ClassPass
• Plumm Platform
• Five volunteering days