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, great perks, and a supportive team culture.
- Other info: Be part of a vibrant team with excellent career growth opportunities.
- Why this job: Make a real impact while working with cutting-edge technology and high-profile clients.
- Qualifications: Experience in end-user support and strong problem-solving skills required.
The predicted salary is between 31500 - 38500 £ 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 ouremployees 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.
- "See the world through the eyes of the customer” delivering world classdesktop 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, Share Point, Teams, One Drive, and Office Suite.
- Hands-on experience with Azure, Intune, One Drive, Exchange online and Share Point. With some expertise in Azure services.
- Basic Power Shell experience, e. g., copy/paste (not writing script)
- Android/i OS 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 (Service Now, Connect Wise, 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,
Love Your Job, Share Your Technology Passion, Create Your Future Here!
#J-18808-Ljbffr
Service Desk Analyst employer: Eze Castle Integration, Inc.
Eze Castle Integration, Inc. is an excellent employer that fosters a collaborative and innovative work culture in the heart of London. With a strong focus on employee growth, we offer continuous learning opportunities and the chance to work alongside industry experts on cutting-edge technology solutions. Our hybrid work model ensures flexibility while empowering you to make a meaningful impact in the world of cloud and security systems.
Contact Details:
Eze Castle Integration, Inc. Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Analyst
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Eze Castle Integration, Inc.. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Eze Castle Integration, Inc. before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Service Desk Analyst
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Eze Castle Integration, Inc.:Your cover letter is your chance to shine! Tell us why you want to work at Eze Castle Integration, Inc. specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Eze Castle Integration, Inc.!
How to prepare for a job interview at Eze Castle Integration, Inc.
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
