Service Desk Analyst – Private Bank Full Time

Rothstein Recruitment Ltd

Service Desk Analyst – Private Bank

Excellent opportunity opens for an engaging, proactive and ambitious candidate to join a Private Bank’s London office, aiding with first and second line support within a dynamic and fast – paced environment. Within the role the candidate will be presented with the opportunity to upskill and further develop their career – working for one of the UK’s most sought after Private Banks.

The Service desk Analyst will be responsible for providing first line technical support to internal staff (including those operating remotely) covering technical and troubleshooting assistance related to computer hardware and software, mobile devices and other technology tools and products.

This will include resolving end user Incidents and requests following ITIL best practices.

The successful candidate will be a great communicator who can articulate IT issues transparently, have strong problem-solving skills and excellent customer service and engagement.

Key Responsibilities:

• Serve as the first point of contact for all IT-related issues and requests, providing efficient and timely resolution to ensure minimal impact on business operations.
• Efficiently log, prioritise, and monitor all incidents and service requests using our ITSM toolset.
• Communicate with end-users in a professional and friendly manner, providing clear and concise instructions and guidance.
• Act as a subject matter expert on all IT systems, applications, and processes and provide guidance and support to end-users.
• Deliver comprehensive IT support for incidents and requests received via phone, Self Service Portal, and in-person desk visits.
• Troubleshoot and resolve hardware, software, and network issues in a timely and effective manner.
• Diagnose and resolve hardware and software issues for desktops, laptops, virtual desktops, mobile devices, and printers.
• Escalate complex or unresolved issues to the 2nd and 3rd line support team members for further investigation and resolution.
• Assist with the installation, configuration, and maintenance of IT equipment and software.
• Facilitate the onboarding and offboarding processes for new employees and departing staff.
• Proactively monitor and identify potential IT issues, taking steps to mitigate them before they impact end-users.
• Maintain accurate records of all IT service requests and incidents, ensuring timely resolution and follow-up.
• Maintain and update the asset inventory for new and retired hardware and assets.
• Continuously improve processes and procedures to enhance the efficiency and effectiveness of IT services.
• Stay updated on the latest technology trends and advancements to improve the overall IT service desk operations.
• Provide IT support during core service hours (Monday through Friday, 8:00 AM-5:00 PM) in accordance with agreed-upon SLAs.
• Participate in the on-call rotation by offering support outside regular business hours as needed and per the On-Call policy in force.
• Collaborate with third-party IT suppliers and vendors to ensure effective service delivery.

Qualifications and Competencies:

• Experience delivering IT services in a fast-paced environment.
• 3+ Years in a Service Desk/First Line position
• Certifications such as ITIL, CompTIA A, or Microsoft Certified Professional (MCP) are a plus.
• Microsoft Windows 10 & 11, Office 365, Intune & Azure full knowledge
• Knowledge of basic network components and topology
• MAC (moves and changes) procedures.
• Managed Print Solutions
• Previous financial service experience would be beneficial.
• Strong knowledge of IT systems, applications, and hardware
• Excellent problem-solving and troubleshooting skills with the ability to think critically and analytically.
• Exceptional customer service skills with a positive and approachable attitude
• Excellent communication skills, both verbal and written
• Ability to work in a fast-paced and dynamic environment with a strong sense of urgency.

Interested? Please Apply!

Bank Banking Service Desk Analyst 1st Line Support ITIL Financial Services Degree