Job Title: IT Support Analyst (1st & 2nd Line)
Location: London (Hybrid - Minimum 3 Days On-Site)
Employment Type: Contract
About the Role:
We are seeking a proactive and customer-focused IT Support Analyst to join our financial services client. This role will involve supporting both local and remote users, including executive-level staff, you will play a critical role in ensuring the smooth operation of IT systems and delivering high-quality technical support. This is an excellent opportunity for a positive, enthusiastic, and resilient individual who thrives in a fast-paced environment and is passionate about providing excellent customer service.
Key Responsibilities:
Serve as the first point of contact for IT issues, providing timely support to local and remote users.
Diagnose, troubleshoot, and resolve 1st and 2nd line technical issues, escalating when necessary.
Monitor and manage IT support tickets, ensuring efficient prioritisation and resolution.
Collaborate with external Managed Service Providers and third-line support teams to resolve complex issues.
Assist with user account management, including onboarding, offboarding, and role changes.
Set up and configure new IT equipment, including laptops and mobile devices, following company policies.
Maintain IT asset records, ensuring accurate inventory tracking.
Provide technical support for office peripherals such as printers and scanners.
Support routine system maintenance, updates, and security patches.
Document and log incidents, requests, and resolutions within the IT service management tool.
Deliver guidance and training to employees on IT systems and best practices.
Ensure compliance with IT security policies and data protection regulations.
Provide support for Salesforce and JIRA where required to enhance internal processes.
Skills & Experience Required:
2-3 years of experience in an IT support or service desk role.
Strong understanding of Windows and Mac operating systems, Office 365, and Microsoft Office applications.
Experience with mobile device management (MDM) solutions and Apple device support.
Familiarity with IT service management tools (e.g., ServiceDesk Plus, SNOW).
Strong analytical and troubleshooting skills for diagnosing IT issues.
Experience with hardware and software installation and configuration.
Excellent communication and customer service skills, with a patient and professional approach.
Ability to work both independently and collaboratively within a team.
ITIL Foundation certification is desirable.
Experience with Salesforce administration is beneficial.
Knowledge of JIRA or similar tools is an advantage.
