The Role:

For this role, we are seeking a Support Desk Analyst to deliver first-level support. This involves taking calls and handling incidents or service requests using the incident management system, as well as fulfilling requests.

We’re looking for someone who has technical proficiency in:

• 1-2 years of desktop support experience, preferably in a Financial Services Environment, or Degree level Qualification or equivalent in a relevant field.
• Support Desk call logging tools – HP Service Centre, Remedy, and Infra.
• Support experience with iPhone and Android users
• Senior Management / VIP Support.
• Cisco Unified Call Manager.
• Bloomberg/Reuters.
• MCP / MCITP Windows 7 / MCDST / MCSA.
• ITIL v3 Foundation.
• Data Centre experience.
• On call / Out-of-hours experience.
• Apple products / Mobile technologies.

Typical Job duties would include:

• Provide first-line support through the call-logging software and on-site, as appropriate, for all incidents and requests.
• Issue customers with details of call assignments and likely resolution timescales.
• Reassign or escalate incidents and requests to on-site third-line support, third parties, or other teams as appropriate, and discuss thoroughly with colleagues.
• Monitor and update all incidents and requests, including calls assigned to external suppliers.
• Review incidents and requests with customers and collaborate to improve service delivery continually.
• Address requests and complaints directly and escalate issues as necessary.
• TCP/IP Troubleshooting.
• LAN/WAN troubleshooting Skills.
• Building and Maintaining Desktop/Laptops (HP/Dell).

We’re also looking for candidates with:

• Strong research, writing, and communication skills.
• Ability to work in a fast-paced and changeable working environment.
• Exceptional organizational skills and strong attention to detail.
• Opportunity to travel if desired
• Ge your projects in a professional manner.
• A passion for innovation and the financial technology sector.
• Strong interpersonal skills.
• Project management skills and proven ability to manage own workload.