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Customer Services / 1st Line IT Service Desk Analyst

  • Salary: £20000 - £250000 per annum + Excellent Bens
  • Job type: Permanent
  • Location: City of London, London
  • Sector: Infrastructure & Support
  • Date posted: 05/03/2018
  • Job reference: J382632A

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London, City

Customer Services, IT Service Desk, Helpdesk Support, Windows, MS Office, Portals, Heat, Remedy, TopDesk, Hornbill.

£20,000pa to £25,000 (DoE) + Excellent Benefits Package, Bonuses, Training, Development, Health & Pension.

The client is Financial Services and Investment organisation who are actively seeking a career minded, professional, ethical and confident Customer Services Specialist / 1st Line Service Desk Analyst.

The successful applicant will be joining an established banking and finances company who were born in London in 1948, and who enjoyed considerable growth in the 1980's. Now, in 2018 they are in an exceptionally strong financial position and seek to expand further into new financial market areas.

You will be part of a financially secure, stable and supportive IT department who thrive on new technologies and invest heavily in the development of the technicians. Their ethos is to develop from within and this vacancy is due to a promotion to higher level for a current Service Desk Analyst.

Your main functional responsibilities and key tasks for the business will be:

  • The Primary contact for Client Portal support
  • To be the 'resident expert' in own area of specialisation (Client Portal)
  • Share workload between external client queries and internal IT support queries
  • Demonstrate knowledge of portal in concise manner to current and prospective clients
  • Develop and maintain relationship with key 3rd parties
  • To provide flexible staff cover when required
  • To adhere at all times to the company security Policy/Handbook

Your main technical responsibilities and key tasks for IT Support will be:

  • To be fully conversant with the operational characteristics of the IT Portal
  • To Provide 1st Line IT Service support logging via Service Desk Helpdesk application (HEAT).
  • To be fully conversant with your area of specialisation
  • To strive to develop IT knowledge with a view to resolving day-to-day internal support queries.
  • To keep abreast of technological and market developments
  • Make recommendations to the Head of I.T. for technical / functional improvements where required

To secure your interview you will have:

  • Excellent communication and customer service skills
  • Confidence when communicating with high profile clients via email, telephone and in person
  • Experience answering internal IT Service Desk Telephone queries
  • 1st Line Support and Call Logging experience
  • A solid, basic understanding of computers
  • Windows 7/10 experience/exposure
  • Comfortable with MS Office (various versions)
  • Experience in mobile telecommunicates/Smart Devices
  • Willingness to develop IT skills
  • Any previous expertise around one or some Helpdesk software:
    • HEAT
    • REMEDY

Prerequisites are excellent communication skills, a calm and methodical approach to your work, a strong service ethic and a natural willingness to help your peer group and customers.

Should you have the experience, enthusiasm, motivation and attitude to rise above your peers and secure this role, my client will offer you a solid, steady and enviable career path including an excellent salary and package.

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