To provide swift and efficient first line IT Support to staff based in our London, US and Hong Kong Offices. Act as a liaison between IT Infrastructure and individual users to bring about speedy resolution of Incidents, and completion of Requests. To provide a robust, efficient, effective and highly skilled service to maximise the resolving capability of the LGIM Service Desk, managing allocated incidents and work requests to the successful resolution / completion

A global FTSE 100 investment firm seeks an ambitious Service Desk Analyst to join a Central London based team of 8 analysts providing 1st and some 2nd Line support. The team are the first point of contact for all IT issues supporting 2500 users located predominately in the UK but also across Europe, US and Asia.

What you will be doing:

• Provide effective and efficient IT support
• Provide a high level of customer service
• Complete effective troubleshooting and initial investigation of incidents managing the ticket, where possible (as far as you can possibly take it) and where not, escalate detailed calls accurately to the appropriate 2nd/3rd line support teams.
• Processing incidents and requests in our service desk ticketing system and by phone.
• Ensuring that full details of all incidents and user requests are captured within the service desk ticketing system as well as detailed descriptions of any actions taken with the user.
• Ensuring that the correct priority level is assigned to all tickets and forwarded to the correct 2nd/3rd line teams.
• Assist the Service Desk Team Leader in training of new members to the team.
• Work within business SLA’s timeframes as defined.
• Adhere to LGIM company security guidelines and policies..

Operating hours 0730 -1800. A shift rota is in place and managed by the team.

Further training:

Extensive in house training will be provided to further develop 1st and 2nd line IT skills,  to include Audio Visual Support, SCCM, VDI, Virtual Machine Manager, Front Office systems, desktop hardware and BYOD. We are an ITIL environment which training can be provided for. You will also be exposed to IT related project delivery .
 

• Excellent customer service skills
• Previous customer service background is essential
• Ability to work under pressure
• IT experience in the Financial sectors or worked supporting a user base 450 users +
• Proven organisational skills and ability to prioritise workload using own initiative.
• Excellent interpersonal skills with a high standard of written and oral communication
• Displays solid troubleshooting and analytical skills
• Experience of the following technologies essential; AD, Exchange, Citrix, MS Office 2010, Windows 7.
• 2010 MS Office knowledge - Outlook, Word, PowerPoint and Excel.

Highly desirable:

• VDI/Thin client support
• ServiceNow experience
• Virtual Machine Manager.
• Citrix Director exposure
• ITIL certified
• O365 knoweldge
• Skype for Business knowledge

Whatever your role, we reward ability, performance and attitude with a package that looks after all the things that are important to you. Our employees have a wide range of benefits including a generous pension scheme, life assurance, at least 22 days’ (with potential to rise to 25 days) holiday, performance related bonuses, a variety of share schemes, discounts at both a huge range of high street stores and our own great products, your hard work will be rewarded when you join us.