Service Desk Analyst (US Hours) in Manchester

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 optimisation of service desk processes.

This is a hybrid role for qualified candidates commutable to the Manchester area. The role is required to cover US Shift Patterns, 3PM – 2AM GMT.

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.
• “See the world through the eyes of the customer” delivering world class desktop support for all client issues while responding to Level 1 and 2 service tickets. There is also the potential for Tier 3 support work in conjunction with a Senior Technician.
• 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, but not limited to the following: 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 to name a few.
• 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, Microsoft Office 2010‑2019 along with 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. With some expertise in Azure services.
• 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. Along with understanding of networking concepts and security principles in Azure environments.
• 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!