Junior Analyst

Purpose of the role: This is a National role, reporting into a Senior Analyst within the Innovation and Technology department. The individual will form part of a team of ten supporting 1700+ users nationwide, ensuring that the business operations run smoothly and escalated client queries are handled efficiently and effectively. The role is London based and includes some travel to the firm's regional sites for Helpdesk support, administration and project work. The standard business working hours are 09:30 to 17:30. However, the Helpdesk team operates from 08:00 to 18:00 to ensure coverage for colleagues who start earlier or finish later. To support this, we operate a shift rota: typically you will work five consecutive days in the office, followed by five consecutive days from home. Your shift times will vary between 08:00-16:00 and 10:00-18:00. For example, your schedule might look like office: Wednesday, Thursday, Friday; home: Monday, Tuesday. Please note that this pattern is subject to change based on team movements, annual leave, project work, and other operational needs. For the first three months of your probation period you will be expected to work Mon‑Fri in the London office. Once you have authorisation from your Line Manager to work from home after the probation meeting, you will be able to WFH on a rotational basis. There may also be a requirement for weekend work or overtime, and a schedule of weekend support cover on a rotational basis (Saturday & Sunday between the hours of 9am‑6pm).

Key Responsibilities

• Engage with stakeholders to gather information about their IT needs and challenges.
• Clarify the issues clients are facing by asking detailed questions.
• Diagnosing the source of users' IT problems.
• Identify the root cause of IT problems through troubleshooting.
• Advising clients on possible solutions.
• Recommend effective solutions to resolve users' issues.
• Escalate complex problems and inform users about the impact.
• Escalate unresolved issues to senior analysts and inform users about the process and impact.
• Installing and configuring computer hardware and software for users.
• Setting up accounts for new starters and ensuring they can log in and use their equipment.
• Create user accounts for various software and ensure new employees can access their systems.
• Logging and processing support calls.
• Record and manage support tickets, ensuring timely resolution.
• Keep up to date with technology trends.
• Stay informed about the latest technology trends and advancements.

Qualifications

• Degree educated.
• IT certification.
• Has completed an IT Internship or work experience.
• Strong customer service ethos.
• Excellent communication skills.
• Ability to quickly establish good working relationships with clients.
• Ability to work to deadlines and under pressure.
• Problem‑solving attitude.
• Analytical mindset and experience using Windows 11 and Office 365.
• In‑depth knowledge of hardware and software.
• Up‑to‑date knowledge of IT and software trends.
• Team player, self‑starter, and friendly demeanour.

Crowe is committed to equal opportunity and diversity in recruitment and employment. We value the differences that a diverse workforce brings to our organisation, driving effectiveness in our teams and providing our clients with a quality service. Entry and progression within the firm is determined solely by the application of objective criteria, personal performance and merit which is supported by a clearly defined career pathway.