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.
#J-18808-Ljbffr