At a Glance
- Tasks: Provide top-notch desktop support and solve tech issues for clients in a dynamic environment.
- Company: Join ECI, a leading global provider of managed services and cybersecurity.
- Benefits: Enjoy competitive pay, a supportive team, and opportunities for growth.
- Other info: Be part of a vibrant culture that values connection and innovation.
- Why this job: Make a real impact by helping clients with their tech challenges every day.
- Qualifications: Experience in end-user support and a passion for technology is essential.
The predicted salary is between 30000 - 40000 £ per year.
ECI is the leading global provider of managed services, cybersecurity, and business transformation for mid-market financial services organizations across the globe. From its unmatched range of services, ECI provides stability, security and improved business performance, freeing clients from technology concerns and enabling them to focus on running their businesses. More than 1,000 customers worldwide with over $3 trillion of assets under management put their trust in ECI. At ECI, we believe success is driven by passion and purpose. Our passion for technology is only surpassed by our commitment to empowering our employees around the world.
The Opportunity: ECI is seeking an enthusiastic, personable, and qualified Service Desk Analyst with proficiency in a range of technologies and highly adept problem-solving skills to join our amazing team of Technologists. In this role, you will provide end-user desktop support to multiple users at multiple locations running Windows, Exchange, and Office 365 environments. The successful Service Desk Analyst will “see the world through the eyes of the customer” delivering world class desktop support and end-user server administration for all client issues while responding to Level 1 and 2 service tickets in a fast-paced, dynamic environment. In addition, you will work shoulder to shoulder with an awesome team! Interfacing with high profile financial industry clients daily, you will provide unparalleled IT Support and Fully Managed Helpdesk Services. We're not just about fixing issues; we're about creating solutions!
No two days are ever the same within this role, and the successful candidate will be expected to identify trends and patterns, which will inform continual service improvement activities and contribute to the transformation of the service desk, through creative thinking and optimization of service desk processes. This is an onsite role for qualified candidates commutable to the London area.
What you will do:
- Provide Level 1 and 2 end-user desktop support to multiple users at multiple locations running Windows, Exchange, and Office 365 environments.
- Deliver world class desktop support for all client issues while responding to Level 1 and 2 service tickets.
- Triage daily support incidents, desktop and light server troubleshooting, hardware and software installation, upgrades, and transformative projects.
- Action daily midlevel to advanced infrastructure support incidents.
- Resolve incidents and requests related to Mail Application/Office 365 issues, Client/Server Connectivity issues, Time Sensitive and VIP Workstation incidents, File Restores, Remote Access incidents (Citrix and Terminal Services), Password Resets.
- Execute basic system maintenance including software and operating system patching and software version upgrades.
- Provide support of Active Directory such as add/remove users, password resets and Group Policy application.
- Interface with common technology support tools such as Remote Monitoring and Management (RMM), Mobile Device Management (MDM).
- Project work for the installation & Support of Windows PCs & Servers, Azure & Microsoft 365, VMware & Cloud Migration Services.
- Creation and administration of user accounts on all group technology supported systems.
- Work closely with other IT teams to ensure swift ticket resolution and ensure Service level agreements (“SLAs”) are being met.
- Contact third-party vendors for warranty service repair.
Who you are:
- Minimum 2 years of end user support Microsoft Operating Systems such as Windows 10,11.
- Exceptional experience MS Office Suite including Office 365 installation and administration, configuration, and troubleshooting.
- Provide midlevel - advanced support and guidance to end-users on all aspects of Office 365 applications and services, including but not limited to Outlook, SharePoint, Teams, OneDrive, and Office Suite.
- Hands-on experience with Azure, Intune, OneDrive, Exchange online and SharePoint.
- Basic PowerShell experience, e.g., copy/paste (not writing script).
- Android/iOS configuration, troubleshooting and potential integration with MDM solutions.
- Familiar with cyber-security concepts, e.g., Multi-Factor Authentication (MFA), Anti-virus/Anti-malware, Software Firewall, Web Filtering.
- Basic Networking: TCP/IP, LAN/WAN, DHCP, DNS, DFS, Routing, Switching and Firewalls.
- Experience with hardware troubleshooting (desktop/laptop, printer, mobile device).
- Excellent communication and customer service skills with a strong ability to articulate technical information to non-technical people.
- Familiarity with file system support including permissions, sharing, backups and restores.
- Experience working a service desk ticketing system (ServiceNow, ConnectWise, Jira etc.).
- Experience troubleshooting file and print services.
Bonus points if you have:
- Familiarity of ITIL, and ITIL best practices within an IT operations environment.
- Certifications in AZ900, M365 fundamentals, ITIL V4.
- Experience with Managed Service Providers (MSP).
- Experience with Market Data vendors like Bloomberg, Reuters, Factset.
ECI’s culture is all about connection - connection with our clients, our technology and most importantly with each other. In addition to working with an amazing team around the world, ECI also offers a competitive compensation package and so much more! If you believe you’d be a great fit and are ready for your best job ever, we’d like to hear from you!
Love Your Job, Share Your Technology Passion, Create Your Future Here!
Service Desk Analyst employer: ECI - United Kingdom
At ECI, we pride ourselves on being an exceptional employer, offering a vibrant work culture that fosters collaboration and innovation. Our commitment to employee growth is evident through continuous training opportunities and a supportive environment where your passion for technology can thrive. Located in the heart of London, we provide competitive compensation and the chance to work with high-profile clients, making every day a rewarding experience.
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Analyst
✨Tip Number 1
Network like a pro! Reach out to current employees at ECI on LinkedIn or through mutual connections. Ask them about their experiences and any tips they might have for landing the Service Desk Analyst role. Personal connections can make a huge difference!
✨Tip Number 2
Prepare for the interview by brushing up on your technical skills. Make sure you can confidently discuss Windows, Office 365, and troubleshooting techniques. We want to see that you can 'see the world through the eyes of the customer' and provide top-notch support.
✨Tip Number 3
Show off your problem-solving skills during the interview! Think of examples where you've tackled tricky tech issues in the past. We love candidates who can think on their feet and come up with creative solutions.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining our amazing team at ECI!
We think you need these skills to ace Service Desk Analyst
Some tips for your application 🫡
Tailor Your CV:Make sure your CV reflects the skills and experiences that match the Service Desk Analyst role. Highlight your proficiency in Windows, Office 365, and any relevant troubleshooting experience. We want to see how you can bring your unique flair to our team!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Share your passion for technology and customer service, and explain why you’re excited about joining ECI. Let us know how you 'see the world through the eyes of the customer' and how you can contribute to our amazing team.
Showcase Problem-Solving Skills:In your application, give examples of how you've tackled tricky tech issues in the past. We love candidates who can think on their feet and come up with creative solutions, so don’t hold back on sharing your success stories!
Apply Through Our Website:We encourage you to apply directly through our website for the best chance of getting noticed. It’s super easy, and you’ll be one step closer to joining our fantastic team at ECI. Don’t miss out on this opportunity!
How to prepare for a job interview at ECI - United Kingdom
✨Know Your Tech Inside Out
Make sure you brush up on your knowledge of Windows, Exchange, and Office 365. Be ready to discuss your experience with these technologies and how you've used them to solve problems in the past. The interviewers will want to see that you can 'see the world through the eyes of the customer' and provide top-notch support.
✨Showcase Your Problem-Solving Skills
Prepare examples of how you've tackled tricky support issues before. Think about specific incidents where you identified trends or patterns that led to service improvements. This will demonstrate your ability to not just fix problems but also create solutions, which is key for a Service Desk Analyst.
✨Communicate Clearly and Confidently
Since you'll be interfacing with high-profile clients, practice articulating technical information in a way that's easy for non-technical people to understand. Good communication skills are essential, so consider doing mock interviews with friends or family to refine your delivery.
✨Familiarise Yourself with ITIL Practices
If you have any knowledge of ITIL and its best practices, make sure to mention it during your interview. Even if you don't have formal training, understanding the principles can set you apart from other candidates. It shows you're serious about improving service desk processes and enhancing customer satisfaction.
