1st Line Support Analyst – Investment Management – Remote – Wfh

Salary: £24 per hour

Work From Home
This is a nice remote 1st Line Helpdesk role with a prestigious independent Investments firm, joining a team supporting 2,300 users across 30 locations in 12 countries. We are offering a 6 month rolling contract and the potential to become permanent in the future.
You will be working remotely but you will need to be able to attend the Mayfair office once a month and so you will need to live in a commutable location and be happy with this occasional visit. The team operates in a rotating shift pattern between the hours of 08:00 & 19:00, and you will also ned to participate in the on call rota which covers evenings and weekends around once a month.
Youi will be supporting around 500 users across Europe, Asia, and Middle East on a busy follow the sun help desk.
Excellent interpersonal, organisational and communication skills are required and you must be able to think on your feet and work well as part of a team to deliver best outcomes for users.
Requirements:
• Ideally 1-3 years’ experience supporting end-users with software, hardware and network issues via phone and a Help Desk management system. – preferably ServiceNow
• Ability to handle high profile end users with professionalism and empathy.
• Ability to learn new technologies and methods quickly and to communicate technical detail across all levels.
• Excellent written, verbal communication skills and great phone manner.
• Self-motivated, punctual and able to work to deadlines.
• Experience using a help desk management system.
• General interest and savviness in technology
The Job:
• Act as the first point of contact for all technical queries via the Helpdesk management system (ServiceNow) and over the phone.
• Ensure all calls and emails are responded to in an efficient manner and taken ownership of from capture through to resolution while meeting service level agreements.
• Ensure all queries are maintained, updated, and escalated where appropriate using ServiceNow helpdesk management system.
• Maintain end user facing and internal department documentation.
• Identify areas of potential improvement, highlight problems, and suggest solutions to ensure continuity of service delivery.
• Complete the on-boarding and off-boarding processes for new joiners and leavers.
• Liaise with third party solution providers on escalated issues and keep users informed of progress.
• Carry out other duties as required to support the overall effectiveness of the IT Department.
Technical Skills:
• Basic knowledge of Microsoft Windows 10 and Microsoft Office 2016 and hopefully Office 365
• Basic account and group management in Active Directory, and MS Exchange.
• Experience/understanding of mobile device management (Airwatch & MS Intune preferred).
• Experience/understanding of systems management tool (Landesk preferred).
Nice To Have:
• Financial industry experience.
• Office relocation/desk move experience.
• ITIL, CompTIA or O365 certifications.
• Audio/visual system Support e.g. Polycom
• Experience supporting phones system adds/moves/changes e.g. Cisco, Avaya etc..
• Experience of IT support across multiple time zones.
• Any of these language skills – French, German, Spanish, Arabic – to help support our foreign language speaking users
• Understanding of Group Policy design, management and implementation.
• Experience using ServiceNow.
Although this role is REMOTE and offering on a WORK FROM HOME basis you must be able and willing to attend the office in Mayfair once a month or when reasonably required.