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- Tasks: Provide top-notch technical support and resolve IT issues for users.
- Company: Join Insight Investment, a leading asset manager with a collaborative culture.
- Benefits: Gain valuable experience in a dynamic environment with potential for growth.
- Why this job: Be the go-to person for tech support and make a real difference.
- Qualifications: Customer service experience and a passion for technology are essential.
- Other info: Opportunity to work in a fast-paced office and develop your skills.
The predicted salary is between 30000 - 40000 £ per year.
We are looking for a Service Desk Analyst to join our London office for a 12 month contract. As a Service Desk Analyst, you will be the first point of contact for technical support, delivering high-quality customer service and resolving a wide range of IT issues.
Your responsibilities will include:
- Incident Management: Logging, triaging, and resolving technical issues related to desktop systems, video conferencing equipment, printers, and a broad suite of software applications.
- Application Support: Providing guidance and troubleshooting for commonly used applications, escalating complex issues to 2nd Line Support when necessary.
- User Access Control: Managing user provisioning, permissions, and access requests in line with security protocols.
- Business Continuity & Vendor Coordination: Assisting in continuity planning and liaising with external vendors for hardware and software support.
- Collaboration: Working closely with internal teams, including 2nd and 3rd Line Support, to ensure seamless issue resolution and knowledge sharing.
Role Responsibilities
- Provide a proactive and quality service.
- Ensure all support tickets are responded to within a timely manner.
- Manage the customer's expectations and ensure they receive regular updates on outstanding issues.
- Manage issues through to resolution where possible.
- Update Service Desk tickets so others can see updates.
- Carry out root cause analysis.
- Undertake continuous improvement & small-scale enhancements/mini projects as requested.
- Create and update documentation as required.
- Ensure our infrastructure is kept secure and adhere to our IT Security and Information Risk controls.
Experience Required
- Experience in a customer facing environment.
- A keen interest in technology and a willingness to learn.
Beneficial
- Windows 11 and Microsoft 365 Suite of Applications.
- Active Directory.
- Microsoft Authenticator.
- ServiceNow.
- Omnissa, formerly VMware.
- Mimecast.
- Altiris / Software Centre (Application Deployment/Imaging).
- PowerShell Scripting.
- Understanding of networking and server infrastructure.
Personal Qualities
- Strong focus on providing exceptional customer service.
- Excellent written and verbal communication skills.
- Confident in a technically complex environment with shifting priorities.
- Works well under pressure in a busy office setting.
- Able to explain technical issues to diverse audiences.
- Adapts approach based on situation and audience.
- Engages in meaningful interactions with users.
- Prioritises users and manages competing priorities effectively.
- Provides solutions to potential problems.
- Builds relationships across the organisation.
- Maintains a positive attitude and team spirit.
- Responds calmly under difficult conditions.
- Adapts to changing work environments and remains focused.
Service Desk Analyst (Contract) - London employer: Insight Investment
Contact Detail:
Insight Investment Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Analyst (Contract) - London
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or even in person. Let them know you're on the hunt for a Service Desk Analyst role. 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 those interviews! Brush up on common technical questions related to desktop systems and application support. We recommend practising your responses with a friend or in front of a mirror to boost your confidence.
✨Tip Number 3
Show off your problem-solving skills! During interviews, be ready to share examples of how you've tackled IT issues in the past. Highlight your customer service experience and how you managed user expectations while resolving problems.
✨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 team at Insight Investment. Let's get you that Service Desk Analyst position!
We think you need these skills to ace Service Desk Analyst (Contract) - London
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Service Desk Analyst role. Highlight your experience in customer service and any technical skills that match the job description. We want to see how you can bring value to our team!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about technology and how your skills align with our needs. Keep it concise but engaging – we love a good story!
Show Off Your Communication Skills: Since this role involves a lot of interaction with users, make sure your written application reflects your excellent communication skills. Use clear language and avoid jargon – we want to see how well you can explain complex issues simply.
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It helps us keep track of your application and ensures you don’t miss out on any important updates. Plus, it’s super easy!
How to prepare for a job interview at Insight Investment
✨Know Your Tech
Brush up on your knowledge of the technologies mentioned in the job description, like Windows 11, Microsoft 365, and Active Directory. Being able to discuss these confidently will show that you're not just a candidate, but someone who understands the tools they'll be working with.
✨Customer Service Focus
Since this role is all about providing exceptional customer service, prepare examples from your past experiences where you successfully resolved issues for customers. Highlight your communication skills and how you managed expectations during challenging situations.
✨Problem-Solving Mindset
Be ready to demonstrate your problem-solving abilities. Think of scenarios where you've had to troubleshoot technical issues or manage competing priorities. Use the STAR method (Situation, Task, Action, Result) to structure your answers clearly.
✨Ask Insightful Questions
Prepare thoughtful questions to ask at the end of your interview. This could include inquiries about the team dynamics, the types of issues you might encounter, or how success is measured in this role. It shows your genuine interest in the position and helps you assess if it's the right fit for you.