Senior Desktop Support Analyst, London

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Job title: Senior Desktop Support Analyst

Reports to: Service Desk Manager

Location: London

Department

The Service Desk team resides within the IT Operations department and provides front line support of all end users globally. The team is based on the trading floor in London and Paris, has a broad range of complementary skill-sets and is dynamic yet disciplined in its approach.

Position purpose

The successful candidate will be working within the Service Desk team across all areas of support. This involves close collaboration with front, middle and back office across all asset classes. Scope for this role includes all systems and processes covering the elements of end user computing within the global business. Systems under support include both vendor and internally developed systems.

Main responsibilities

• Provide a world class service to all customers: The primary goal is to deliver exceptional customer service, ensuring customer satisfaction and addressing their needs effectively.
• Take ownership of customer issues: Act as a central point of contact for any reported issues, taking responsibility for their resolution. Maintain regular and professional communication with customers throughout the process.
• Handle customer contact and allocate workload: Manage all incoming contact from customers, logging and progressing issues within defined service levels. Distribute workload within the team to ensure efficient handling of customer inquiries.
• Provide IT support for hosted solutions: Offer 1st through 3rd line technical support for IT solutions hosted or led by EDF Trading. This includes both in-house and vendor-purchased systems utilised by the business.
• Manage purchasing and vendor relationships: Act as a central point for managing purchasing within the team. Collaborate with the Service Desk Manager to enhance existing vendor relationships and improve service quality.
• Update knowledge base and document processes: Continuously update the knowledge base by documenting new processes, best practices, and troubleshooting techniques to enhance the efficiency of customer support operation.
• Collaborate with internal support groups and vendors: Work together with other internal support teams and external vendors of third-party systems to resolve issues related to system implementation or operation.
• Taking ownership and delivering key projects for continual service improvement: Actively participating in projects to enhance service quality and efficiency, taking responsibility for assigned tasks and contributing to the overall success of the team.
• Implement deployments according to procedures: Ensure that deployments of systems or updates are implemented in compliance with the Release and Deployment procedures.
• Provide data for internal and regulatory purposes: Generate and provide data related to EDFT’s activities for internal reporting purposes and regulatory compliance.

Experience required

• Experience in an IT role providing customer service: The candidate should have prior experience working in an IT-related position where customer service was a primary responsibility.
• Good interpersonal skills: Strong interpersonal skills are essential for this role, as it involves regular interaction with customers and internal teams.
• Graduate level in a technology-based discipline: A graduate-level qualification in a technology-based discipline demonstrates a solid understanding of technical concepts and principles.
• Experience delivering desired results to deadlines: The candidate should have a track record of delivering desired outcomes within specified deadlines.
• Organised with attention to detail: Being organised and detail-oriented is crucial in providing efficient and accurate customer service.

Technical requirements

• Windows 10/11: Proficiency in working with Windows 10 and/or Windows 11 operating systems is important.
• MS Office 365 Suites: Proficiency in working with the Microsoft Office 365 suite is essential.
• Active Directory: Experience and understanding of Active Directory.
• ITIL Knowledge: Familiarity with ITIL is beneficial.

Person specification

• Highly motivated to deliver results and meet strict deadlines: The candidate should be self-driven and possess a strong motivation to achieve desired outcomes.
• Superb communication skills: Excellent communication skills are crucial, particularly the ability to convey complex technical issues to non-technical individuals.
• Strong analytical skills: The candidate should have strong analytical abilities to perform root-cause analysis and structured problem-solving.
• Experience in a fast-paced or stressful environment: Previous experience working in a fast-paced or stressful environment can be advantageous.
• Self-starter and dedication to issue resolution: The ideal candidate should be proactive and take ownership of issues.

Hours of work

Desk covers hours between 06:00 and 19:00 with a shift rota between the team as well as providing on call support.

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