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Helpdesk Support Analyst
Ref No.: 18-04521
Location: NY, New York
Position Type:Contract
Helpdesk Support Analyst
 
COMPANY OVERVIEW:  
Our financial services client helps customers find better ways to execute trades and manage risk. Our products and services underpin the entire trade lifecycle pre-, during and post-execution. Our electronic trading platforms are industry standards. Customers use our lifecycle management and information services to optimize portfolios, control risk and reduce costs. We partner with emerging technology companies to bring greater efficiency, transparency and scale to the world's capital markets
 
ROLE SUMMARY: 
The Primary focus for the Helpdesk Support Analyst is to be the first point of contact for IT and for the Business to report any issues to.  They will be responsible for identifying and resolving First line support issues and expected to have a basic understanding of the Business and IT function.
 
KEY ACCOUNTABLITIES OF HELPDESK SUPPORT ANALYST: 
  • Act as the first point of contact and key interface between the business and IT, logging, triaging, managing and resolving incidents and requests across all enterprise technologies
  • Provide First line support via telephone support, email, live support and in person walk ups to the IT area
  • Identify, troubleshoot and resolve support issues relating to corporate desktop, telephony and associated business applications
  • Provide appropriate technical support to resolve IT related Incidents and Requests on first contact where appropriate
  • Provide technical support by creating, amending and troubleshooting user account issues, managing email accounts, creating, amending and managing distribution groups
  • Support all Microsoft platforms (Windows 7/10, Office, including Skype for Business), third party and internally designed applications
  • Work as part of the Global End User Support team of analysts to log and update all IT
Incidents and Requests within the Service Now IT Service Management portal
  • Ability to quickly identify, diagnose and resolve support issues
  • Coordinate and support all user relocations
  • Professional conduct at all times
  • Ensure that response time and resolution time objectives are met as defined in SLA metrics and are dealt with to the Business' satisfaction
  • Document, maintain, use and share appropriate product and services knowledge and learn about new products and services as required
  • Contribute to and follow up-to-date process and procedure documentation
  • Contribute to continuous improvement activities within the team to enhance service levels
  • Have knowledge and understanding of the contents of EUS processes and procedures and be aware of the IT organizations strategic aims, policies, processes and procedures
  • Ensure Incidents and Service Requests are dealt with to the Business' satisfaction 
  • To actively work with appropriate teams in IT to pre-empt service issues and minimize the impact of service issues to the Business
  • To keep up-to-date with developments within the organization that may have an impact on the user experience
  • Responsible for working with third party service providers to ensure end to end support is maintained as required
  • Responsible for completing new starter and leaver requests within SLA
  • Contribute to End User IT systems in relation to new building fit outs or changes and moves, including video display systems and video distribution systems
  • Fulfil additional / ad hoc duties as needed in order to meet the needs of the business
 
 
PERSON SPECIFICATION:  
  • Ability to and experience of working in fast-paced, technology led environment
  • Ability to work from ITSM tools such as ServiceNow, with the ability to self-prioritize accordingly
  • Thorough and detailed understanding of Microsoft Windows
  • Follow-me print solutions
  • Understanding of mobile devices – iOS and Android
  • Understanding of mobile device management
  • Understanding of Desktop/Laptop/Telephony hardware
  • Understanding of Microsoft Exchange/Active Directory, including Group Policy
  • Excellent knowledge of Microsoft Office (Word, Excel, PowerPoint, Outlook)
  • Experience with basic networking protocols and network services including DNS, DHP and TCP/IP
  • Basic understanding of IT Security, network protocols, firewall and VPN configurations, as well as remote access, content filtering, spam filtering, malware and virus protection
  • Understanding of and experience of Microsoft Exchange/Active Directory, creating and managing emails accounts, creating and amending distribution groups, creating, amending and troubleshooting issues with user accounts and permissions, including Group Policy permissions
 
KNOWLEDGE:
  • Relevant industry certifications in Microsoft, A+, ITIL or SDA, a plus
  • Knowledge of MAC OS highly desirable
  • Knowledge of standard range of desktop applications and hardware
  • Knowledge of device encryption systems
  • Knowledge and experience of anti-virus systems
  • Knowledge and understanding of End User Collaboration systems – email, video, conferencing etc
  • Knowledge of networking configuration LAN/WAN and wireless connections, with a technical ability and understanding of FTP, SSL etc
 
EXPERIENCE OF HELPDESK SUPPORT ANALYST:
  • Experience within a Service Desk role, a plus  
  • Experience in a Customer Services environment, preferably within private sector environment, a plus
  • Experience of using best practice IT Service Management tools, a plus  
 
SPECIAL JOB REQUIREMENTS:  
  • Shift rota basis and on-call rota (shift rotated between 7:30am – 6pm Monday – Friday)
  • Public Holiday cover
  • After hours and weekend work as and when required