Service Desk Analyst - Service Now experienced

City of London Permanent
  • Fantastic opportunity for a Service Desk Analyst
  • Work in a collaborative company within investments

About Our Client

A leading global manager of alternative investments with six lines of businesses, including: private equity, real estate, absolute return investments, infrastructure, credit management, and strategic capital.

Job Description

* Ensure that all incidents are accurately recorded, assigned, and managed using the ServiceNow

* Ensure that requests from end users via either in-person or remote (telephone or email) are dealt with in a professional and courteous manner and resolved upon first contact where possible * Support will include locally based users as well as remote users globally

* Ensure that video and audio conference setup and configuration are managed and prioritized as part of daily operations

* Support all LAN network functions and work with Infrastructure team to support changes related to all office connectivity requirements. Network switching and routing knowledge is a plus

* Support and troubleshooting of wireless access and connectivity

* Support and troubleshooting of iPhone, iPad, Android, and other tablet devices

* Comms Room Tasks - Port configuration and troubleshooting; understanding of how firewall rules impact connectivity; wiring comms room equipment; understanding of how UPS and AC's works

* Managing and scheduling local vendors for comms room equipment maintenance and support

* Office power-downs and powerups for building maintenance

* Support all desktop related operations, including the installation of software packages and administration of OS

* Conduct in-person and remote support as needed to ensure technology across firm is operational

* Support Infrastructure team with upgrades and various deployments that are required to support the office

* Perform all telephony / voice administration and services to support office communications

* Administration and support of Microsoft technologies as it relates to Operating System, Intune MDM, SharePoint, and network services

* Perform all monitoring of technology services and escalate any issues identified. Assist Infrastructure team as needed to help remediate any problems within the environment

* Conduct end-to-end service ensuring that there is follow-up until resolution of incidents. Conduct IT-Walkthroughs to ensure that non-reported incidents are addressed

* Maintain a high degree of customer service for all support queries and adhere to all service management principles

* Escalate issues to appropriate subject-matter experts in accordance with service level agreements, and follow up on incidents when appropriate

* Build relationships with subject-matter experts to ensure that IT-delivered services and end-user productivity goals are understood and met or exceeded

* Be available on weekends and off-hours for occasional office and system maintenance

The Successful Applicant

* ServiceNow experience or certification

* Service Desk Institute Analyst certification

* Microsoft certification o Windows 7/10 and other MS technologies * Practical VMWare (vSphere and/or Horizon View) experience

* Comp TIA A+

* ITIL certification is a plus

* Previous Service Desk experience

* Cisco telephony, AV and video conferencing skills, Teams/WebEx/Zoom

* MS, Cisco, VMware technical training and/or certifications are a plus

* BA/BS degree (required)

* Computer software and hardware troubleshooting knowledge and experience

* Software and hardware courses and/or certifications a plus

* Ability to work well in a team atmosphere

* Effective written and verbal communication skills

* A focus on customer satisfaction, with strong interpersonal skills and responsiveness

* Highly organized and effective in managing multiple tasks while maintaining high levels of user satisfaction

* Adherence to IT policies and processes to ensure consistent quality of service

* Strong troubleshooting and problem-solving skills

* Strong knowledge of Microsoft-based systems

* Working knowledge of AV and Video setup

* Time management skills to ensure satisfaction with IT services and the completion of projects on time

* The ideal candidate must be able to work in a high-pressure environment to help provide consistently high-quality service and support to end users with excellent communication skills and telephone manner

* Service Desk Analysts are expected to cover specific service and support shifts and manage many end-user requests

* Service Desk Analysts must foster relationships with end users and other IT service and support subject-matter experts

* Service Desk Analysts are expected to spend most of their time at their desk, and might be expected to be available for off-hours support, when necessary

* Service Desk Analysts are expected to have excellent organisational skills and experience managing incidents, business expectations, and communication

What's on Offer

  • Discretionary bonus (above market average) 5% match contribution pension
Heta Patel
Quote job ref
Phone number
+44 207 269 2286

Job summary

IT Support
Financial Services
City of London
Contract type
Consultant name
Heta Patel
Consultant phone
+44 207 269 2286
Job reference