1st / 2nd Line Support Analyst

Job Title: IT Support Analyst (1st & 2nd Line)
Location: London (Hybrid - Minimum 3 Days On-Site)
Employment Type: Contract

About the Role:

We are seeking a proactive and customer-focused IT Support Analyst to join our financial services client. This role will involve supporting both local and remote users, including executive-level staff, you will play a critical role in ensuring the smooth operation of IT systems and delivering high-quality technical support. This is an excellent opportunity for a positive, enthusiastic, and resilient individual who thrives in a fast-paced environment and is passionate about providing excellent customer service.

Key Responsibilities:

• Serve as the first point of contact for IT issues, providing timely support to local and remote users.

• Diagnose, troubleshoot, and resolve 1st and 2nd line technical issues, escalating when necessary.

• Monitor and manage IT support tickets, ensuring efficient prioritisation and resolution.

• Collaborate with external Managed Service Providers and third-line support teams to resolve complex issues.

• Assist with user account management, including onboarding, offboarding, and role changes.

• Set up and configure new IT equipment, including laptops and mobile devices, following company policies.

• Maintain IT asset records, ensuring accurate inventory tracking.

• Provide technical support for office peripherals such as printers and scanners.

• Support routine system maintenance, updates, and security patches.

• Document and log incidents, requests, and resolutions within the IT service management tool.

• Deliver guidance and training to employees on IT systems and best practices.

• Ensure compliance with IT security policies and data protection regulations.

• Provide support for Salesforce and JIRA where required to enhance internal processes.

Skills & Experience Required:

• 2-3 years of experience in an IT support or service desk role.

• Strong understanding of Windows and Mac operating systems, Office 365, and Microsoft Office applications.

• Experience with mobile device management (MDM) solutions and Apple device support.

• Familiarity with IT service management tools (e.g., ServiceDesk Plus, SNOW).

• Strong analytical and troubleshooting skills for diagnosing IT issues.

• Experience with hardware and software installation and configuration.

• Excellent communication and customer service skills, with a patient and professional approach.

• Ability to work both independently and collaboratively within a team.

• ITIL Foundation certification is desirable.

• Experience with Salesforce administration is beneficial.

• Knowledge of JIRA or similar tools is an advantage.