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IT ServiceDesk Analyst

Providing IT support to the company at Service desk and 1st /2nd level support:
Hybrid role, in office a minimum of twice weekly during normal business hours
Provide a high level of customer service by owning some support calls from start to finish while responding to requests in a timely manner that meets the user's expectations
Take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible and escalating incidents to other support teams where necessary
Work with support colleagues and the Head of IT Infrastructure to provide user support of the steady state infrastructure
Build, image, and otherwise configure desktop computers and laptops
Create new user accounts and email, disable departing employee's accounts, and administer line of business applications
Support office tasks including but not limited to telephone troubleshooting/installation, desk moves, and office video conferencing
Support colleagues by being flexible and working alternate hours as the need arises
o Some weekend or evening time may be required either for planned project work or urgent end user support needs
Complete duties as assigned
To maintain compliance with any applicable US, UK, or International statutory or regulatory obligation as required by the role. This includes but not limited to obligations arising from:
2 of 3
▪ The prudent management of the business
▪ Placing due regard on the interests of customers
▪ Observing rules on Sanctions and financial crime
▪ Regulatory requirements and local licensing restrictions
▪ Promoting and follow the Group's whistleblowing procedures
Proficient with a computer and Windows desktop OS software, particularly in Windows 10 and Microsoft Office suite including Word, Excel, and PowerPoint
Basic understanding of a Service Desk environment
Basic understanding of office technology (Lan switches, Wi-Fi, IP Phone, etc)
General awareness and appreciation of information security best practices
Strong technical curiosity and willingness to learn new skills and technologies
Thorough knowledge of regulatory and compliance guidelines
Excellent verbal and written communication skills and customer service orientation
Strong organizational skills and attention to detail
Ability to think critically and analytically, solve problems, and take ownership of work
Ability to work in a fast-paced environment and multi-task effectively under strict deadlines
Ability to work independently and collaboratively
Ability to lift up to 50 lbs.
Required to sit for long periods of time
Bachelor's Degree in computer science, information systems, or related field

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