Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- 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, great perks, and a supportive team culture.
- Why this job: Make a real impact by helping clients with cutting-edge technology solutions.
- Qualifications: 3+ years of end-user support experience and strong problem-solving skills.
- Other info: Dynamic work environment with opportunities for growth and development.
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.
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 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. You will work shoulder to shoulder with high profile financial industry clients daily, providing unparalleled IT Support and Fully Managed Helpdesk Services.
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.
- Triage daily advanced support incidents, desktop and light server troubleshooting, hardware and software installation, upgrades, and transformative projects.
- Action daily mid-level 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 3+ years of end‑user support.
- Experience with Microsoft Operating Systems such as Windows 10, 11, Microsoft Office 2010‑2019 along with exceptional experience in the MS Office Suite, including Office 365 installation and administration, configuration and troubleshooting.
- Provide mid‑level – 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 the 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, e.g., copy/paste and writing/deploying.
- Android/iOS configuration, troubleshooting and potential with MDM/MAM solutions.
- Able to troubleshoot/understand cyber‑security concepts, e.g., 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 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 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!
Service Desk Analyst employer: ECI
Contact Detail:
ECI Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Analyst
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect with current ECI employees on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for the interview by practising common questions and scenarios related to service desk support. Think about how you would handle specific technical issues and customer interactions, as this will show your problem-solving skills and customer-centric approach.
✨Tip Number 3
Showcase your passion for technology during interviews! Share examples of how you've gone above and beyond to help users or improve processes. This aligns perfectly with ECI's commitment to empowering employees and delivering world-class support.
✨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 the ECI team and being part of our amazing culture.
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 to catch our eye!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Share your passion for technology and how you’ve tackled challenges in previous roles. Show us why you’re the perfect fit for ECI and how you can contribute to our amazing team.
Showcase Your Problem-Solving Skills: In your application, give examples of how you've resolved complex issues in the past. We love candidates who can think on their feet and provide solutions, so don’t hold back on sharing your success stories!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets into the right hands. Plus, it shows us you’re serious about joining our fantastic team at 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, as well as how you resolved them. This will show that you not only understand the technology but can also apply it effectively.
✨Put Yourself in the Customer's Shoes
During the interview, emphasise your ability to empathise with users. Share examples of how you've 'seen the world through the eyes of the customer' in previous roles. This mindset is crucial for a Service Desk Analyst, as it helps in delivering top-notch support.
✨Demonstrate Problem-Solving Skills
Prepare to discuss how you've tackled complex issues in a fast-paced environment. Think of specific incidents where you identified trends or patterns that led to service improvements. Highlighting your proactive approach will set you apart from other candidates.
✨Familiarise Yourself with ITIL Practices
If you have experience with ITIL, be sure to mention it! Understanding ITIL best practices can give you an edge, especially in a managed services environment. If you're not familiar, consider doing a quick read-up before your interview to show your commitment to continuous improvement.
