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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 a hybrid work model, competitive salary, and opportunities for professional growth.
- Other info: Work with high-profile clients and be part of a passionate team dedicated to technology.
- Why this job: Make a real impact by transforming service desk processes and enhancing client experiences.
- Qualifications: Proficiency in Windows, Exchange, Office 365, and strong problem-solving skills required.
The predicted salary is between 35000 - 45000 ÂŁ per year.
The Opportunity: 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.
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 365 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 2 – 3 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 a hybrid role for candidates within a commutable distance to Manchester. This role is required to cover US Shift Patterns, 3PM - 2AM GMT.
What you will do:
- Provide Level 2 – 3 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 2 – 3 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, 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.
- 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).
Senior Service Desk Analyst (US Hours) employer: ECI
Contact Detail:
ECI Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Service Desk Analyst (US Hours)
✨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 landing the Senior Service Desk Analyst role. Personal connections can give you an edge!
✨Tip Number 2
Prepare for the interview by brushing up on your technical skills. Make sure you can confidently discuss Windows, Exchange, and Office 365 environments. We want to see how you 'see the world through the eyes of the customer' in real scenarios.
✨Tip Number 3
Show off your problem-solving skills! During interviews, be ready to share specific examples of how you've tackled complex 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 noticed. Plus, it shows you’re genuinely interested in joining our amazing team at ECI.
We think you need these skills to ace Senior Service Desk Analyst (US Hours)
Some tips for your application 🫡
Show Your Passion for Technology: When writing your application, let your enthusiasm for technology shine through! We want to see how your passion aligns with our commitment to empowering employees and providing top-notch service.
Tailor Your Experience: Make sure to highlight your relevant experience in desktop support and problem-solving. Use specific examples that demonstrate how you've tackled similar challenges in the past, especially in fast-paced environments.
Emphasise Customer Perspective: Remember to 'see the world through the eyes of the customer' in your application. Share instances where you’ve gone above and beyond to deliver exceptional support and solutions for clients.
Apply Through Our Website: We encourage you to apply directly through our website! It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity with ECI.
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 365. Be ready to discuss specific troubleshooting scenarios you've encountered in the past. This will show that you not only understand the technology but can also apply it effectively in real-world situations.
✨Customer-Centric Mindset
Remember, this role is all about seeing things from the customer's perspective. Prepare examples of how you've gone above and beyond to resolve issues for users. Highlight your problem-solving skills and how you’ve created solutions rather than just fixing problems.
✨Familiarise Yourself with Service Desk Processes
Get a good grasp of common service desk processes and tools, especially those related to Level 2 – 3 support. Be ready to discuss how you would handle triaging incidents and managing service tickets efficiently. This shows you’re proactive and understand the workflow.
✨Showcase Your Adaptability
Since no two days are the same in this role, be prepared to talk about times when you've had to adapt quickly to changing situations. Share examples of how you've identified trends or patterns in support requests and contributed to service improvements. This will demonstrate your ability to thrive in a fast-paced environment.