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- Tasks: Provide top-notch desktop support and solve tech issues for clients in a fast-paced environment.
- Company: Join ECI, a leading global provider of managed services and cybersecurity.
- Benefits: Enjoy competitive pay, a supportive team, and opportunities for growth.
- Why this job: Make a real impact by helping clients with their tech challenges every day.
- Qualifications: Experience in end-user support and strong problem-solving skills required.
- Other info: Work onsite in London and connect with an amazing global team.
The predicted salary is between 36000 - 60000 ÂŁ 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.
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 Senior 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 environments. The successful Senior 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 service tickets in a fast-paced environment.
In addition, you will work shoulder to shoulder with high profile financial industry clients daily, providing 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 candidates within a commutable distance to London.
What you will do:
- Provide Level 1 end-user desktop support to multiple users at multiple locations running Windows, Exchange, and Office environments.
- “See the world through the eyes of the customer” delivering world class desktop support for all client issues while responding to Level 1 service tickets.
- Triage daily advanced 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 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 3+ years of end user support experience.
- Proficient in Microsoft Operating Systems such as Windows 10, Microsoft Office - along with exceptional experience in 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 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.
- Proficiency in implementing and managing conditional access policies in Microsoft Azure Active Directory.
- Basic PowerShell experience.
- Able to troubleshoot/understand cyber-security concepts, Multi-Factor Authentication (MFA), Anti-virus/Anti-malware, Software Firewall, Web Filtering.
- Intermediate knowledge of networking concepts: 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.
- Active Directory Administration including account creation, modification, and password resets.
- Client VPN setup and troubleshooting.
- Familiarity with file system support including permissions, sharing, backups and restores.
- Experience working with a service desk ticketing system (ServiceNow, ConnectWise, Jira etc.).
- Experience troubleshooting file and print services along with deployment.
Bonus points if you have:
- Familiarity with ITIL, and ITIL best practices within an IT operations environment.
- Certifications in AZ-900, M-365 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 in London employer: ECI
Contact Detail:
ECI Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Analyst in London
✨Tip Number 1
Network like a pro! Reach out to current employees at ECI on LinkedIn or other platforms. Ask them about their experiences and any tips they might have for the interview process. This insider info can give you a leg up!
✨Tip Number 2
Prepare for the interview by practising common questions related to service desk roles. Think about how you would handle specific scenarios, especially those involving customer service and technical troubleshooting. We want you to shine!
✨Tip Number 3
Show your passion for technology during the interview! Share examples of how you've solved problems in the past or how you've kept up with tech trends. ECI loves candidates who are genuinely excited about what they do.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can go a long way in showing your enthusiasm for the role. Plus, it keeps you fresh in their minds as they make their decision.
We think you need these skills to ace Service Desk Analyst in London
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, Exchange, and Office environments, as well as any relevant problem-solving skills.
Craft a Compelling Cover Letter: Use your cover letter to showcase your passion for technology and customer service. Share specific examples of how you've 'seen the world through the eyes of the customer' in previous roles, and explain why you're excited about joining ECI.
Showcase Your Technical Skills: Don’t forget to mention your hands-on experience with tools like Azure, Intune, and Active Directory. Be clear about your troubleshooting abilities and any familiarity with ITIL practices, as these are key for the role.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to see your application and get you into our system quickly. Plus, it shows you’re serious about joining our amazing team!
How to prepare for a job interview at ECI
✨Know Your Tech Inside Out
Make sure you brush up on your knowledge of Windows, Exchange, and Office environments. Be ready to discuss your experience with troubleshooting these systems, as well as any specific incidents you've resolved in the past.
✨Put Yourself in the Customer's Shoes
Since the role requires seeing the world through the eyes of the customer, think about how you can demonstrate this during the interview. Share examples of how you've provided exceptional customer service and resolved issues by understanding the client's perspective.
✨Show Off Your Problem-Solving Skills
Prepare to discuss specific challenges you've faced in previous roles and how you approached solving them. Highlight your ability to identify trends and patterns that lead to continual service improvement, as this is key for the position.
✨Familiarise Yourself with the Tools
Get to know common technology support tools like Remote Monitoring and Management (RMM) and Mobile Device Management (MDM). Being able to talk about your hands-on experience with these tools will show you're ready to hit the ground running.
