At a Glance
- Tasks: Provide desktop and remote support, troubleshoot issues, and maintain service desk operations.
- Company: Canary Wharf Limited, a diverse and inclusive tech company.
- Benefits: Competitive salary, flexible working, health benefits, and professional development opportunities.
- Other info: Great career growth, supportive environment, and a focus on learning and development.
- Why this job: Join a dynamic team and make a real impact on user support and technology solutions.
- Qualifications: Degree in IT or related field, experience with Windows 11 and Microsoft 365.
The predicted salary is between 28000 - 33000 £ per year.
- Department: Technology
- Company: Canary Wharf Limited
- Reporting to: Team Leader - Service Delivery
- Job Summary
To provide desktop and remote support to users, maintain the service desk platform, software deployment, hardware configuration and provide excellent customer service.
Working Pattern: 5 days onsite (during probation), 4 days onsite & 1 day working from home (post probation)
- Main Responsibilities
- Answer incoming Service Desk calls and provide professional, customer-focused support to users, including VIP clients and senior stakeholders.
- Log, categorise, prioritise, and triage incidents and service requests, ensuring all tickets are recorded accurately and progressed in line with agreed processes.
- Provide remote support to user devices using Beyond Trust, troubleshooting issues securely and efficiently.
- Follow up with users to confirm issues have been resolved and ensure a positive support experience.
- Support and maintain end‑user devices and applications, including Windows laptops, Macs, i Phones, i Pads, and standard business software.
- Troubleshoot hardware, software, access, and application issues, escalating complex incidents to senior engineers or specialist teams where required.
- Ensure software installations and configuration changes follow company security standards, licensing requirements, and IT procedures.
- Create and maintain user guides, work manuals, and knowledge base articles within Halo to support consistent service delivery.
- Carry out regular meeting room technology checks and report or resolve any issues affecting room readiness.
- Monitor ticket queues and ensure incidents and requests are completed within agreed SLAs.
- Build, configure, and deploy laptops for new starters, replacements, and business users.
- Set up and configure i Phones, i Pads, and other mobile devices in accordance with company standards.
- Manage Share Point access requests, ensuring permissions are applied accurately and in line with business requirements.
- Create and support Share Point sites where required, providing basic guidance to users and teams.
- Create and manage user email accounts, mailbox access, and related Microsoft 365 administration tasks.
- Support Active Directory, Entra ID, Microsoft 365 Admin Centre, Intune, and other core administration tools as part of daily Service Desk operations.
- Work collaboratively with colleagues across IT, Infrastructure, Procurement, and other departments to resolve issues and deliver effective support.
- Support IT asset handling activities, including preparing devices, assisting with returns, and maintaining accurate equipment records.
- Identify recurring issues and contribute to improvements in documentation, processes, and user support.
- Perform any other reasonable duties required by the Service Delivery Team Leader or IT management team.
Person Specification
- Bachelor’s degree in Computer Science, Information Technology, Software Engineering, or a related field (preferred).
- ITIL v4/5 certification (preferred).
- Proven experience supporting Windows 11 Pro and Microsoft 365 (Office 365). Experience using Halo ITSM/Service Now and remote desktop tools such as Beyond Trust.
- Strong troubleshooting and fault‑finding abilities.
- Knowledge of Share Point and Active Directory (AD).
- Experience with Microsoft 365 Admin Centre.
- Excellent communication and interpersonal skills.
- Self‑motivated with a proactive approach to work.
- Ability to perform under pressure and support a large and diverse user base.
What We Offer
Diversity and Inclusion
We recognise the importance of embracing diverse experience, skills and perspectives at all levels and operating in an inclusive working environment, to ensure everyone can reach their full potential.
We welcome applicants with diverse backgrounds and are committed to fostering an inclusive culture.
Flexible Working
We are open to consider flexible working arrangements, both temporary or permanent, to support wellbeing and productivity.
Learning and Development
We offer a range of development opportunities through classroom and e‑learning training, mentoring, cross‑department experience and on‑the‑job learning.
We invest in staff acquiring accreditations, supporting chartered status and providing further educational opportunities that are job‑related.
Other Benefits
Our benefits package includes generous pension and insurance plans, health benefits, subsidised gym membership, store discounts and family leave, designed to suit individual needs.
Legal and Equal Opportunity Statement
Canary Wharf Limited is an equal opportunities employer. We make decisions in line with the UK Equality Act 2010.
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Service Desk Analyst employer: CWG
CWG is an excellent employer, offering a dynamic work environment where innovation and operational excellence are at the forefront. With a strong emphasis on employee growth and a flexible working arrangement, team members are encouraged to thrive both personally and professionally. The supportive culture fosters collaboration and continuous improvement, making CWG a rewarding place to build a meaningful career in financial services.
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Analyst
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at CWG. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like CWG before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Service Desk Analyst
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to CWG:Your cover letter is your chance to shine! Tell us why you want to work at CWG specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at CWG!
How to prepare for a job interview at CWG
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
