Helpdesk Analyst 2nd line support

To be 2nd line IT support to the business by resolving incidents raised to the Helpdesk.

About the role

JRRL are seeking enthusiastic and motivated Helpdesk Analyst to join our financial services client in their Bromley head office. The successful candidate will be responsible for supporting their internal employees, assisting with PC, applications, server, networking and hardware issues either in person, email or via phone.

About you

You will have proven skills in technical analysis, resolving issues in a timely manner and taking ownership of tasks allocated to you. You should also be able to work effectively with 1st Line Support and escalate issues to 3rd Line Support when necessary.

Key Responsibilities & Duties for the Helpdesk Analyst:

• Strong understanding of Microsoft operating systems (eg Windows 10, Windows server), networking and Active Directory
• Experience with troubleshooting MS Office, antivirus software
• Analyse, prioritise and fix all requests for both Head Office and Field staff and escalate issues to 3rd line as appropriate
• Configure/decommission users
• Build and configure desktops/laptops
• Monitor and check backups, capacity, security, hardware/software and operating system issues with the fileservers and network equipment
• Monitor and check system logs
• Ensure anti-virus/anti-spam is current and kept up to date on all devices
• Assist 1st line where required
• Assist and participate in project work
• Ensure prioritisation of daily workload
• Assist with the rollout of software updates for both Head Office and Field users
• Oversee stock allocation in the Computer Room

Knowledge, Skills and Experience for the Helpdesk Analyst:

• Good understanding of Windows 10/11
• Good problem-solving skills
• Exceptional telephone manner
• Experience of problem management from initiation through to closure
• Experience on a Helpdesk/IT Support Portal
• Able to work unsupervised with 2nd line problems
• Good understanding of configuration of Active Directory
• Good understanding of MS Office 365
• Experience of Remote Access tools such as Log Me In
• Good understanding of PC hardware/software set-up/configuration and TCP/IP
• Basic understanding of networks
• Full driving licence and legally able to drive in the UK (desirable)

Additional Information

Assist in the systems maintenance tasks that cannot be performed during normal working hours.

This role is a full-time, permanent position. The salary range reflects the candidate's level of experience. The lower end of the band is suited for individuals who may require additional training to meet the role's requirements, while the higher end is for candidates who possess the exact skills and experience outlined above.