Service Desk Analyst /IT Support Analyst / IT Helpdesk Support

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Job Title: Service Desk Analyst

Location: Bristol

Salary: Competitive

Job Type: Full Time, Permanent

Job Role

The IT Service Desk is the single point of contact for all IT requests and issues. You will be supporting all company staff, applications, PCs, laptops and printers and be responsible for ensuring all members of staff have the ability to perform their roles without any IT difficulties.

With nearly 200 IT roles in the company, this is an ideal opportunity to join a FTSE100 Financial Services company and further your career.

You will enjoy working in a dynamic, fast paced, professional environment and should have excellent customer service skills and broad knowledge of IT. Be confident, friendly and approachable with a good telephone manner and able to communicate with staff who have varying IT Knowledge.

Key Duties and Responsibilities:

* You will be responsible for the triage of 1st line calls; categorising, prioritising and assigning, within agreed timescales

* Ensure adequate information and authorisation has been received, or is requested

* Provide IT support to all company employees

* Working alongside the IT Service Desk team, resolving approx. 50% of all logged incidents and requests

* Maintain complete and accurate records of all issues in our call logging system

* Create and update Knowledge Base & Confluence documentation;

* Manage user accounts and follow audited procedures for additional system access

* Follow IT procedures to ensure a high level of security and support;

* Process starter, leavers and transfers, ensuring staff have the correct access to perform their roles

* Maintain complete and accurate records of all issues in our call logging system

Requirements:

Essential Skills

* Good knowledge of Active Directory, Exchange, McAfee ePO and SCCM

* Excellent understanding of IT hardware

* Excellent knowledge of Microsoft Office and Windows 7

* Experience of working on an IT Service Desk

* Experience of working in a professional office environment, particularly financial services and/or IT

* Excellent interpersonal and communication skills

* Excellent problem solving skills

* Highly organised

* Good attention to detail

* Ability to work to strict deadlines

* Ability to work well in a team

* Ability to effectively manage own workload

Desirable Skills:

* An IT based qualification

* Experience of remote desktop tools

* Experience of working in customer services

* Previous experience of dealing with IT issues face to face as well as remotely.

Please click the APPLY button to send your CV & Cover Letter for this role.

Candidates with the experience or relevant job titles of; Service Desk Analyst, IT Support Analyst, IT Helpdesk Analyst, IT Service Desk Analyst, Desktop Analyst, IT Support, IT Financial Services Analyst may also be considered for this role.