Leading Global Advisory firm seeks an IT Service Analyst to join the busy IT Team based in the City of London.
Core Duties will include the following:
Serve as the first point of contact for customers seeking technical assistance over the phone, web or via email, determining and delivering the best solution to meet their needs. Respond effectively to queries from the business, taking ownership to ensure they are handled in an efficient, timely manner and good service is provided. Perform remote troubleshooting through diagnostic techniques and asking pertinent questions. Advise customers on the problem-solving process and direct unresolved issues to the next level of support personnel. Follow-up and update customer status and information and pass on any feedback or suggestions by customers to the appropriate internal team. Identify and suggest improvements to processes/procedures. Maintain system documentation, sharing relevant knowledge with peers and the broader IT team. Contribute suggested efficiencies and service improvements in processes and applications, where possible suggesting automation/workflows/appropriate tools to improve the value for money, availability, serviceability and security of IT Services. Manage own performance against agreed metrics & measures. Serve as subject matter expert on key applications in use across the Group. Assist in ensuring the desktop computing environment is built and maintained to high standards of performance and security, seeking ways to improve where appropriate and possible. Assist the delivery of patching and anti-virus updates promptly and effectively across the desktop and application estate. Assist in the maintenance of standards for hardware, software and security in the desktop environment. Review Monitoring and Management of the desktop and applications. Make recommendations for Service Improvement Plans and ensure actions are followed through to completion in a timely manner. Deliver to team and individual KPI/Metrics. Seek opportunities to grow technical knowledge both by formal and informal means. Be an ambassador for IT, working across the business to provide effective communication on IT matters and build relationships with other teams to ensure effective dialogue between departments. Contribute to ongoing IT initiatives and projects as required. Take responsibility for own continuous development ensuring IT technical knowledge is improved continuously. Travel to other offices within the Group and remote locations as required. Ideal Candidate must have the following:
Proven experience working within this type of role with the ability to diagnose and resolve technical issues. Tech Savvy with working knowledge of computer systems, mobile devices and other tech products.
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Serve as the first point of contact for customers seeking technical assistance over the phone, web or via email, determining and delivering the best solution to meet their needs. Respond effectively to queries from the business, taking ownership to ensure they are handled in an efficient, timely manner and good service is provided. Perform remote troubleshooting through diagnostic techniques and asking pertinent questions. Advise customers on the problem-solving process and direct unresolved issues to the next level of support personnel. Follow-up and update customer status and information and pass on any feedback or suggestions by customers to the appropriate internal team. Identify and suggest improvements to processes/procedures. Maintain system documentation, sharing relevant knowledge with peers and the broader IT team. Contribute suggested efficiencies and service improvements in processes and applications, where possible suggesting automation/workflows/appropriate tools to improve the value for money, availability, serviceability and security of IT Services. Manage own performance against agreed metrics & measures. Serve as subject matter expert on key applications in use across the Group. Assist in ensuring the desktop computing environment is built and maintained to high standards of performance and security, seeking ways to improve where appropriate and possible. Assist the delivery of patching and anti-virus updates promptly and effectively across the desktop and application estate. Assist in the maintenance of standards for hardware, software and security in the desktop environment. Review Monitoring and Management of the desktop and applications. Make recommendations for Service Improvement Plans and ensure actions are followed through to completion in a timely manner. Deliver to team and individual KPI/Metrics. Seek opportunities to grow technical knowledge both by formal and informal means. Be an ambassador for IT, working across the business to provide effective communication on IT matters and build relationships with other teams to ensure effective dialogue between departments. Contribute to ongoing IT initiatives and projects as required. Take responsibility for own continuous development ensuring IT technical knowledge is improved continuously. Travel to other offices within the Group and remote locations as required. Ideal Candidate must have the following:
Proven experience working within this type of role with the ability to diagnose and resolve technical issues. Tech Savvy with working knowledge of computer systems, mobile devices and other tech products.
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