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For Companies At a Glance
- Tasks: Provide tech support to users via walk-up desk, email, and remote tools.
- Company: Join Alvarez & Marsal, a global consulting firm with a vibrant culture.
- Benefits: Enjoy competitive pay, professional growth, and a supportive work environment.
- Other info: Dynamic team atmosphere with endless opportunities for personal and professional development.
- Why this job: Make a real impact while working with cutting-edge technology and AI.
- Qualifications: Tech-savvy individuals with customer service experience and problem-solving skills.
The predicted salary is between 30000 - 40000 ÂŁ per year.
About Alvarez and Marsal
Alvarez & Marsal (A&M) is a global consulting firm with entrepreneurial, action and results‑oriented professionals. We take a hands‑on approach to solving our clients' problems and assisting them in reaching their potential. Our culture celebrates independent thinkers and doers who positively impact our clients and shape our industry. The collaborative environment and engaging work—guided by A&M's core values of Integrity, Quality, Objectivity, Fun, Personal Reward, and Inclusive Diversity—are why our people love working at A&M.
The Team
A&M is seeking a dedicated IT Field Services Support Specialist to join our London office. This role is fully onsite and requires the right to work in the UK. As part of the core Field Services team, you will be supporting UK and International users by providing front‑facing contact via walk‑up desk, email, telephone, and remote tools for all technology‑related problems. This team is integral to ensuring seamless technology operations across our global network, offering significant professional growth and impact within the organization. There is a significant push towards AI and automation, so candidates with knowledge in this area would be advantageous. For the support desk team in the London office specifically, AV experience—particularly with Cisco video conferencing devices—is a plus, as the team supports multiple meeting rooms.
To be successful in the role the incumbent will have to be confident and be able to communicate clearly and concisely with a wide range of stakeholders. Having the relevant experience with technologies and applications that we currently use (ServiceNow, Intune, O365, Teams etc.), as well as experience in a high volume professional services and/or consultancy environment is a requirement for this role as it supports quicker adaptation.
How you will contribute
- Facilitating walk‑ups ServiceDesk and utilizing incident knowledge base platform (Service Now)
- Analyse, diagnose, document, resolve or escalate reported issues and outages
- Assist other depts within IT; engineering/operations, and infrastructure applications/hardware
- Configure, install, and troubleshoot laptops/mobile devices/printers
- Respond to all user support inquiries globally including primary office location
Supported Applications
Support and troubleshooting include supporting MS Office 2016 - O365 suites, Commvault, (Cisco Products: Jabber, WebEx, AnyConnect VPN, Call Manager CUCM), JAMF (Mac deployment), Active Directory, Shared drive/Folder permissions understanding & troubleshooting, Bitlocker MBAM, GoTo Rescue, SCCM, Video & Audio Conferencing administration, Apple iOS, Android, 2FA/MFA mobility support & VOIP connectivity troubleshooting, LAN connectivity troubleshooting, Mimecast, Intune, network printer support.
Qualifications
- Educated in the technology field preferred
- Some prior experience in help desk environment or tech support services (preferable)
- Solid understanding of MS Office 2016-O365 (Outlook, Word, Excel, Power Point, etc.)
- Proven background with customer service and able to handle stressful / time‑sensitive situations
- Telephone customer service experience required
- Fundamental understanding of PC hardware/software and connectivity components
- Experience with Windows 10-11 Operating Systems, Mac OS 13-15 experience is preferred
- Knowledge of MS Exchange, Active Directory, SharePoint
- Knowledge of LAN/WAN networking, remote access VPN technology, TCP/IP
- Good understanding of ITIL based structure
- Exposure to HP/Lenovo ThinkPad/ Dell/ MacBook/ iPhone/ Android/ hardware preferred
- Previous experience with an incident management/tracking system required
- Some weekend and afterhours support required, as well as light travel potentially
- Fluency in English is essential, additional languages are a nice to have
Your journey at A&M
We recognize that our people are the driving force behind our success, which is why we prioritize an employee experience that fosters each person’s unique professional and personal development. Our robust performance development process promotes continuous learning, rewards your contributions, and fosters a culture of meritocracy. With top‑notch training and on‑the‑job learning opportunities, you can acquire new skills and advance your career. We prioritize your well‑being, providing benefits and resources to support you on your personal journey. Our people consistently highlight the growth opportunities, our unique, entrepreneurial culture, and the fun we have together as their favorite aspects of working at A&M. The possibilities are endless for high‑performing and passionate professionals.
IT Service Desk Analyst - Level 2 support employer: Alvarez & Marsal Deutschland GmbH
Contact Detail:
Alvarez & Marsal Deutschland GmbH Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land IT Service Desk Analyst - Level 2 support
✨Tip Number 1
Get to know the company culture before your interview. Check out Alvarez and Marsal's values and think about how you can align your experiences with their focus on integrity, quality, and fun. This will help you stand out as someone who truly fits in!
✨Tip Number 2
Practice your communication skills! Since this role involves interacting with a variety of stakeholders, being clear and concise is key. Try role-playing common support scenarios with a friend to boost your confidence.
✨Tip Number 3
Brush up on your technical knowledge, especially around the tools mentioned in the job description like ServiceNow, O365, and Cisco products. Being able to discuss these confidently will show you're ready to hit the ground running.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're serious about joining the A&M team and ready to contribute to their mission.
We think you need these skills to ace IT Service Desk Analyst - Level 2 support
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the IT Service Desk Analyst role. Highlight relevant experience with technologies like ServiceNow, O365, and any AV experience you have. We want to see how your skills match what we're looking for!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about this role and how your background makes you a great fit. Don’t forget to mention your experience in high-volume environments and your customer service skills.
Show Off Your Communication Skills: Since this role involves clear communication with various stakeholders, make sure your application reflects your ability to convey information concisely. We love candidates who can articulate their thoughts well, so let that shine through!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team at A&M!
How to prepare for a job interview at Alvarez & Marsal Deutschland GmbH
✨Know Your Tech Inside Out
Make sure you brush up on the technologies mentioned in the job description, like ServiceNow, O365, and Cisco products. Being able to discuss your experience with these tools confidently will show that you're ready to hit the ground running.
✨Showcase Your Customer Service Skills
Since this role involves a lot of user interaction, be prepared to share examples of how you've handled customer inquiries or resolved issues in the past. Highlighting your ability to stay calm under pressure will definitely impress the interviewers.
✨Demonstrate Your Problem-Solving Abilities
Think of specific instances where you've diagnosed and resolved technical issues. Use the STAR method (Situation, Task, Action, Result) to structure your answers, making it clear how you approach problem-solving in a tech support environment.
✨Emphasise Your Team Spirit
A&M values collaboration, so be ready to discuss how you've worked effectively within a team. Share experiences where you’ve supported colleagues or contributed to group projects, showing that you can thrive in a collaborative setting.