2nd Line Support Analyst - 4 days a week in office

A Leading Investment Management and Private Equity Business are looking to hire a 2nd Line IT Support Analyst to support their Financial Advisory and Asset Management businesses in Central London

  • 6 month initial contract (scope to roll)
  • £300 per day via Umbrella company (Inside IR35)
  • Based near Oxford Circus/Green Park, London.
  • On-site 4 days per week (very occasional flexibility)

*Must have recent Financial Services, Law, Investment Management, Asset Management, Private Equity, Hedge-fund background and experience*

Key Responsibilities:

  • Provide a first point of contact between the IT department and our internal employees to ensure they receive appropriate IT assistance in a timely manner for 1st and 2nd line IT Support up to Executive level.
  • Provide initial assessment, triage, research and resolution of incidents and requests, using the incident management and request fulfilment processes, ensuring correct prioritisation and categorisation of tickets
  • Liaise with the Managed Services providers as appropriate using the agreed request fulfilment, incident management and change management processes
  • Work alongside Third line and Infosec colleagues to follow tickets through to a complete and timely resolution
  • Monitor and act upon incident and service requests logged with the Service Desk teams, maintaining ownership User management (starters, leavers, and movers)
  • Assisting colleagues with technical issues, including troubleshooting hardware and software issues.
  • Regular Daily triage of incoming incidents and service requests,
  • Setting up and assisting with the build of new laptops, redeployment of existing laptops and retirement of aged laptops, in accordance with the AGG asset management policy
  • Manage and maintain the Asset Management Database
  • Be first line support for peripherals such as multi-function devices (printers and scanners) using Uniflow or similar 'follow-me print' capability
  • Assisting with routine system and software updates, patches, and upgrades as needed.
  • Setting up new user accounts and managing access permissions.
  • Conducting hardware and software inventory management.
  • Documenting and maintaining accurate records of user requests and issue resolutions within the ITSM tool.
  • Providing basic training and guidance to colleagues on using software applications and tools.
  • Adhering to IT policies, procedures, and security guidelines.
  • Provide Salesforce and JIRA support when required to enhance existing JML processes

REQUIRED SKILLS AND EXPERIENCE

  • Experience in a service desk environment, ideally a minimum of 2 to 3 years of experience in a mostly office-based IT support function.
  • Good knowledge of Windows & Mac operating systems, Office 365, Microsoft Office packages, iPads, Printers and a good understanding of IT generally
  • Skills or experience working with mobile devices such as mobile phones and tablets
  • Knowledge of iOS configuration and support of Apple devices including iPhone, iPad and MacBook and familiarity with Mobile Device Management solutions.
  • Good analytical skills, using mental reasoning or research to gain insight into or solve IT problems.
  • Good understanding of data protection/information security.
  • Experience of hardware and software installation and configuration
  • Knowledge of service management tools e.g., ServiceDesk Plus, Service Now, etc
  • Excellent communication skills, being comfortable with face-to-face contact, being calm with colleagues especially when supporting them through incidents, effectively exchanging and understanding information, verbally or in writing
  • Knowledge of ITIL processes and procedures -
  • Strong technical skills and problem-solving skills for 1st and 2nd line IT issues.

Beneficial Skills

  • Desirable: Salesforce administration
  • ITIL Foundation Certificate is desirable
  • Desirable: JIRA or equivalent to help develop / support the JML process
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