2nd Line IT Support Analyst - 4 days a week in office

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.