IT Service Desk Analyst

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Role Description
Providing 1st line support to a globally distributed customer base via a variety of contact methods, including telephone, email and in person. The bulk of support is provided remotely using remote desktop tools and consists of logging incidents, service requests and resolving a high level of support requests at first contact, thus ensuring that service levels and targets are achieved as well as meeting customer satisfaction and continuous service demands.

Key Responsibilities
REMOTE AND LOCAL IT SUPPORT:

• Delivering outstanding quality for all contacts into the IT Service Desk, measured against Key Performance Indicators.
• Performing 1st line troubleshooting for the firm's core systems and ensuring issues are accurately logged with the required information.
• Ensuring all support calls (emails and chats) are logged and m...