Helpdesk Analyst

£225 per day | London | Contract
Posted 12 days ago

IT Helpdesk Analyst - London

Are you a Helpdesk Analyst? Do you have strong 2nd Line experience? Do you feel like you’re ready to move on to your next contract role? Do you have strong Technical Skills? Well look no further as the right role is right in front of you! With one of the UK’s leading Asset Management Organisations looking for someone like YOU to join them, it’s an opportunity not to be missed out on!

IT Helpdesk Analyst - London

Purpose of role:
Responsible for providing first line technical support for the user community at the organisation. Helpdesk Analysts are responsible for logging all calls, resolving support calls they are able to resolve and to route calls through to the appropriate teams. The analysts are also responsible for the set-up of all new joiner accounts, provisioning of hardware requirements i.e. laptops and blackberry’s, the team also action the decommissioning of leaver accounts.

Role Accountabilities:
• Ensure that all calls to the helpdesk are logged and routed appropriately
• Provide a central point of communication between the user community and IT
• Provide first time technical fixes over the phone
• Ensure that service standards are met by both the Helpdesk and other support teams, escalate appropriately to IT Customer Services Manager
• Ensure new Joiner AD and Application Accounts are set up on time
• Ensure that Leavers accounts are decommissioned within the appropriate timeframes.
• Manage the calls within Remedy (call logging system) ensure that users are kept informed of progress at all times and manage their expectations.
• As part of a team of 3, provide cover from 7:30am to 6:00pm as part of a shift rota.
• Set up hardware such as Blackberry’s and Laptops.

Knowledge, Skills and Experience Required:
• Experience of working on a helpdesk, managing incoming emails, incoming calls and desk visits to the helpdesk.
• Experience of providing 1st time technical fixes over the phone
• Experience of working and resolving common issues with MS office
• Basic knowledge of printers and printing and troubleshooting common issues associated with them.
• Solid knowledge and experience of laptops and remote access solutions
• Previous experience working with Active Directory and Exchange Server 2007.
• Awareness of basic fund management processes and the effect that system failure will have on the business.

Personal Qualities:

Communication:
• Excellent verbal and written communications
• Ability to understand technical issues and explain them to a non-technical audience
• Adapts approach according to the situation and audience

Resilience
• Works well under pressure in a busy environment – used to dealing with high volume calls
• Responds or acts calmly even under difficult conditions such as a major incident at work impacting all of the user community
• Can prioritise workload and ensures that business users are kept up to date at all times

Team Working
• Builds relationships with different areas across the whole organisation
• Promotes the team’s identity and generates pride and commitment
• Encourages team spirit and is seen to work with and for the team

IT Helpdesk Analyst - London

Next steps:

Think you’ve got what it takes? Does it sound like the IDEAL role for you? Well, why don’t you apply right now!

Please apply with your CV and short summary of experience to;
Ashley(DOT)waterman(AT)Interquestgroup(DOT)com or give me a call on 0 1 8 9 2 5 5 3 2 4 1 – alternatively, you can apply directly via the link!

IT Helpdesk Analyst - London

For more information about this role, please contact:

Ashley Waterman

ashley.waterman@interquestgroup.com
01892 553 241

See Ashley Waterman's jobs
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