Job Description

Service Desk Support Analyst

Department: IT

Employment Type: Full Time

Location: London

Provide 1st line internal support to JM Finn end users, with some 2nd line support when necessary.

Key Responsibilities

Business

• To ensure the Firm’s I.T. infrastructure functions smoothly both in London and the branch offices
• To make recommendations for improvement where appropriate
• To be the expert in own area of specialisation
• To provide flexible staff cover when required

Technical

• To be familiar with the operational characteristics of all the Firm’s systems
• To Provide 1st & 2nd (when necessary) line support logging via Service Desk application.
• To keep abreast of technological and market developments and make recommendations to the Service Desk Support Manager/Head of I.T. where they might be of use to the Firm

Interaction with users and supplier

• To be positive and pro-active when dealing with queries and problems with staff
• To treat all suppliers fairly and professionally

Skills, Knowledge and Expertise

• Preferably educated to Degree/A Level/HND/City & Guilds or equivalent
• ITIL Certified
• Experience of working in a Service Desk environment
• Basic understanding of a computer network
• Windows 10/11 experience/exposure
• Office 365 support skills
• Azure Active Directory support skills
• Able to work under pressure
• Analytical and numerate
• Used to problem solving under pressure
• Used to working ‘until the job gets done’
• Well organised
• Customer facing