To be 2nd line IT support to the business by resolving incidents raised to the Helpdesk.
About the role
JRRL are seeking enthusiastic and motivated Helpdesk Analyst to join our financial services client in their Bromley head office. The successful candidate will be responsible for supporting their internal employees, assisting with PC, applications, server, networking and hardware issues either in person, email or via phone.
About you
You will have proven skills in technical analysis, resolving issues in a timely manner and taking ownership of tasks allocated to you. You should also be able to work effectively with 1st Line Support and escalate issues to 3rd Line Support when necessary.
Key Responsibilities & Duties for the Helpdesk Analyst:
Strong understanding of Microsoft operating systems (eg Windows 10, Windows server), networking and Active Directory
Experience with troubleshooting MS Office, antivirus software
Analyse, prioritise and fix all requests for both Head Office and Field staff and escalate issues to 3rd line as appropriate
Configure/decommission users
Build and configure desktops/laptops
Monitor and check backups, capacity, security, hardware/software and operating system issues with the fileservers and network equipment
Monitor and check system logs
Ensure anti-virus/anti-spam is current and kept up to date on all devices
Assist 1st line where required
Assist and participate in project work
Ensure prioritisation of daily workload
Assist with the rollout of software updates for both Head Office and Field users
Oversee stock allocation in the Computer Room
Knowledge, Skills and Experience for the Helpdesk Analyst:
Good understanding of Windows 10/11
Good problem-solving skills
Exceptional telephone manner
Experience of problem management from initiation through to closure
Experience on a Helpdesk/IT Support Portal
Able to work unsupervised with 2nd line problems
Good understanding of configuration of Active Directory
Good understanding of MS Office 365
Experience of Remote Access tools such as Log Me In
Good understanding of PC hardware/software set-up/configuration and TCP/IP
Basic understanding of networks
Full driving licence and legally able to drive in the UK (desirable)
Additional Information
Assist in the systems maintenance tasks that cannot be performed during normal working hours.
This role is a full-time, permanent position. The salary range reflects the candidate's level of experience. The lower end of the band is suited for individuals who may require additional training to meet the role's requirements, while the higher end is for candidates who possess the exact skills and experience outlined above