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The IT Service Desk is the first point of contact between staff and the Firm’s Digital community. The Senior IT Support Analyst will provide first and second line technical support to internal staff and clients. Working as part of a friendly and passionate team, the analyst is responsible for the accurate recording, ownership, lifecycle management and timely resolution of requests and support logged via the Service Desk System. You will be expected to perform analysis and technical troubleshooting as part of the role, acting as a point of escalation within the Service Desk Team and escalating to other technical specialist as required. The role requires an aptitude for working with end user technologies, along with excellent customer service skills.

Accountabilities

• Accurately recording and managing all service and support requests logged on the IT Service Desk tool, including correct categorisation and prioritisation.


• Taking ownership of end user requests and following up on behalf of the end user, communicating progress in a timely manner and within SLA.


• Providing end user support in all aspects of corporate technology from advice to practical assistance and training.


• Leveraging internal and external resources (knowledge bases / manuals / support sites / vendors) to answer questions and resolved issues.


• Actively Contributing to the creation/facilitation/maintenance of FAQ documents, knowledge articles and user guides.


• Actively Supporting the Infrastructure team in the daily monitoring of systems as well as engaging in the implementation of Infrastructure projects as required.


• Acting as a point of escalation in the Service Desk Team, Escalating issues to the appropriate technical group in accordance with established protocols.


• Build relationships with peers, senior IT support analysts (2nd/3rd Line Support) and Infrastructure engineers (3rd line support) to ensure IT delivered services and end user productivity goals are understood, met, or exceeded.


• Being an advocate for the end user to ensure he or she receives high quality and timely service and support from the entire IT Organisation.


• Maintaining high standards against established departmental processes and procedures, inclusive daily checks and system administration.


• Adherence to IT information security standards, policies and procedures to ensure consistent quality of service.


• Flexibility on work patterns will be required, which may sometimes include work out with normal business hours and attendance at other Hymans Offices may be required.

Qualifications / Experience

• Current Microsoft Client Exams, ITIL Foundations, Comptia+ Preferable.


• Pervious Service Desk experience essential.

Knowledge and Skills

• Able to demonstrate strong working knowledge of the following core technologies:
  
  
  
  • Microsoft Desktop Operating Systems - Essential
  
  
  • Microsoft End Point Manager (MCEM) - Essential
  
  
  • Microsoft Active Directory Users and Computers - Essential
  
  
  • MS Exchange/Azure Admin - Preferable
  
  
  • Microsoft Office Suite - Essential
  
  
  • Network technologies and troubleshooting - Preferable
  
  
  • Backup administration - Essential
  
  
  • Basic PowerShell - Preferable
  
  


• Able to demonstrate appropriate levels of competence as defined in the IT Operations Skills matrix.


• First class approach to customer service.


• Strong and logical approach to technical troubleshooting and problem solving.


• Solid written and verbal communication skills


• Ability to perform a mentoring and coaching role to less experienced staff.

Personal Attributes

• Highly organised with a high level of attention to detail.


• Keen interest in IT and emerging technologies.


• Punctual, good timekeeping and attendance levels.


• Mature and self motivated professional, able to work in a fast-paced and constantly changing environment.