Service Desk Analyst 79461 - Pontoon : Job Details

Service Desk Analyst 79461Location: ManchesterDuration: 12 monthsMy high-profile client are recruiting for a Service Desk Analyst. The role is a hybrid position with 3 days in the office and 2 days from home. Key Responsibilities Include daily, weekly, monthly:* · Provide first line/SME technical support to all Employees & Contractors* · Respond to requests for technical assistance via phone, chat and Self-Service WEB tickets.* · Assist users with Password resets and unlocks.* · Troubleshoot Microsoft Office/Outlook 2013/16/O365.* · Provide Smart Hands support assistance (where applicable) * · Remain current with support changes/ updates and adherence to the Company Policies and Incident Management process.* · Remotely diagnose and troubleshoot PC, printer, telephone, mobile (where applicable), VPN and software issues* · Should possess knowledge about Virtual Desktops Infrastructure /Citrix environment. * · Research solutions using available knowledge base.* · Advise users on appropriate action.* · Log all inquiries and incidents as required.* · Assign unresolved Incidents to appropriate support teams in a timely manner. * · Responsible for ensuring incidents requiring urgent attention are escalated via the identified escalation management procedure.Qualifications:* · Knowledge of PC hardware and software.* · HDI Support Centre Manager Certification (preferred but not required) * · Other IT Certifications, i.e., Microsoft (preferred but not required) * · Ability to make sound decisions in real time crisis. * · Ability to follow set procedures and processes. * · Excellent documentation skills * · Ability to work independently and/or in a team setting.* · Experience in the securities or financial services industry is a plus.· Must have Ability to Multi-task and manage priorities with little supervision.· Must have strong communications skills.· Should work in Rotational shifts and national holidays.· ITIL experience would be added advantage.The bank is an Equal Employment Opportunity/Affirmative Action Employer. Minorities/Females/Individuals With Disabilities/Protected Veterans.Our ambition is to build the best global team - one that is representative and inclusive of the diverse talent, clients and communities we work with and serve - and to empower our team to do their best work. We support well-being and a balanced life, and offer a range of family-friendly, inclusive employment policies and employee forums.