Analyst, Enterprise Service Desk - Remote Eligible

Analyst, Enterprise Service Desk

A unique opportunity to join and grow within a leading technology provider, serving the financial services sector. You will be the client's first point of contact, responding to service requests and incidents, where appropriate escalating to the relevant teams. Your role's primary focus will be providing remote support to our clients. This position requires a high level of professionalism while performing daily support tasks as required. Experience working directly with end users on a daily basis along with a passion to deliver superior customer experience and technology is required.

Responsibilities

Provide best in class technical support to our clients primarily via phone and email but on occasions also onsite at client offices.

Effectively communicate with both clients and peers ensuring timely responses.

Record all work activities in a timesheet in our ticketing system (ConnectWise).

Must be able to multi-task client issues when applicable.

Document technical issues and take ownership of escalating issues to the appropriate SME team.

Must be amenable to occasional travel.

Must meet the minimum standard for personal key performance indicators.

Must contribute to the overall success of team mandated goals and key performance indicators.

Must be flexible regarding duties and hours of work, there will be occasional requirements to work out of hours for client onboardings and other project work.

Proficiencies

Incredible sense of pride and passion for what you do and a desire to help your teammates.

Must be neat, organised, energetic, and show initiative.

Support and provide expertise of the evolving Microsoft 365 suite of products, self-learning and self-training new products and services when applicable.

Experience with advanced hardware troubleshooting and the installation of core Networking equipment.

Technical Skills

Create/Manage Active Directory accounts, groups & permissions.

Duo Security and other two factor authentication applications.

Microsoft 365.

Microsoft Entra/Azure Active Directory/Intune.

Troubleshoot hardware (video cards, USB & peripheral devices, and drivers, etc.).

Understanding of Networking fundamentals.

VMware vSphere administration.

Install, configure & manage print queues.

Troubleshoot DNS, DHCP and TCP/IP issues.

Experience administering Windows 10/11 and Server 2012 and above.

Experience administering Windows Server 2012 and above.

Nice to Haves

Ability to learn new technologies and systems quickly.

Experience managing or working in a multi-tenant environment.

Experience working in Financial services and/or MSP space.

Microsoft certified.

Ability to work through issues methodically.

Basic experience with policy management (Group Policy & Intune).

Experience in support Mac OS X devices.

Qualifications

Minimum 3 years' experience working in IT roles demonstrating excellent customer service and support.

Relevant professional qualifications a plus

Great attitude, team player always willing to pitch in and take on new tasks

Proactive/flexible nature

What You Can Expect

Generous annual leave entitlement plus bank holidays (pro-rata if part-time working hours apply)

Gym discount

Life insurance

Comprehensive travel insurance for you and your family in line with scheme rules

Confidential well-being and counselling support

Competitive Compensation

Contributory pension scheme

Company events

Private Medical and Dental Insurance

You'll Love This Job If

You are highly STRATEGIC: You are always looking for opportunities to produce the best work output with the most efficiency

You are extremely ORGANISED: You are not overwhelmed by the thought of tackling multiple tasks simultaneously.

You are DETAIL ORIENTED : You appreciate the importance of having detailed and precise information.

You are a strong COMMUNICATOR : You are a people person and collaborate well with others.

You are AGILE : You adapt well to changing needs and priorities and are able to pivot easily to achieve goals and deadlines.

You are PASSIONATE : about your work and support the people at this company.