interactive investor
Financial Services
ITServiceDeskAnalyst
Neural analysis suggests this role is
optimal for Mid candidates.
“IT Service Desk Analyst at interactive investor. Skills: IT Service Desk, Customer Service, Troubleshooting, Microsoft Products. Providing an excellent IT service to internal customers. Managing approx 2000 user incidents per month”
What You'll Achieve.
Delivering on your objectives in line with our values; Providing an excellent IT service to our internal customers at all times; Speedy answer, response and resolution of all inbound incidents and requests
Industry & Context.
Technical and diagnostics skills; Troubleshooting skills
Flexibility to travel in covering requirements across all ii/Aberdeen office locations, Covering early and late shift in the office (7am to 5.30pm) on a rota basis
What They're Looking For.
Must Have
Previous experience working within a busy Service Desk environment, Proven demonstrable ability to work to strict processes, tight deadlines and adhere to company set regulations and procedures, Ability to respond to a high volume of queries from across the organization, while remaining resilient and enthusiastic, Being able to accurately log, progress and resolve service calls using an ITSM tool, Owning the outcome for delivering customer service using a variety of communication methods, Having verbal and written communication skills – you’ll be dealing with colleagues at all levels across the organization both in person and remotely, Having technical understanding of IT within an enterprise, Good troubleshooting skills and experience of Microsoft products including Office suite and M365, Experience supporting Windows 11 within an enterprise environment, Experience managing user, groups and mailboxes in MS Exchange and Office 365, Working knowledge of laptop and printer hardware dependencies and relationships of networks, phones, mobiles, PC operating systems, and office meeting room technologies including Audio Visual, Ability to cover early and late shift in the office (7am to 5.30pm) on a rota basis
Nice to Have
Certifications such as MSCP and ITIL would be advantageous, Recognised IT qualifications would be beneficial, Any experience of supporting macOS would be advantageous
What You'll Do.
Providing an excellent IT service to internal customers
Managing approx 2000 user incidents per month
Supporting major incidents
Manage the speedy answer
response and resolution of all inbound incidents and requests via E-mail
in person and via the Internal IT Service Delivery toolset
Taking personal responsibility for delivering on objectives
Making sure that incidents and service requests are logged
and resolved according to agreed standards and procedures
Making sure that all steps taken when working on an incident or service request are clearly documented in the ITSM tool
Adhering to standard operating procedures to complete service requests
Escalating calls to appropriate teams
Managing customers’ expectations
ensuring that they’re kept updated on the status of their outstanding IT calls in line with expectations
Covering early and late shift in the office (7am to 5.30pm) on a rota basis
How You'll Work.
Team & Collaboration
Working within a team to provide a great service to all; Building relationships with your colleagues
Communication Scope
Verbal and written communication skills; Managing your customers’ expectations; Ensuring that they’re kept updated on the status of their outstanding IT calls
Full Job Description
**Title:** IT Service Desk Analyst **Location:** Leeds, 5 days on site per week **Salary:** From £25,000 **Who We Are:** interactive investor is an award-winning investment platform that puts its customers in control of their financial future. We’ve been helping investors for nearly 30 years. We’ve seen market highs and lows and been resilient throughout. We’re now the UK’s number one flat-fee investment platform, with assets under administration approaching £75 billion and over 450,000 customers. For a simple, flat monthly fee we provide a secure home for your pensions, ISAs and investments. We offer a wide choice of over 20,000 UK and international investment options, including shares, funds, trusts and ETFs. We also bring impartial, expert content from our award-winning financial journalists, highly engaged community of investors, and daily newsletters and insights. **Purpose of the Role:** This is an exciting opportunity for someone to complement our existing IT Service Desk team - dedicated to providing an excellent IT service to our internal customers at all times. In this role you will join the interactive investor (ii) Service Desk which currently manages approx 2000 user incidents per month along with supporting major incidents, changes, and requests. As an IT Service Desk Analyst, you will manage the speedy answer, response and resolution of all inbound incidents and requests via E-mail, phone, in person and via the Internal IT Service Delivery toolset. The right person will have previous experience working within a busy Service Desk environment (minimum of years’ experience) and have proven demonstrable ability to work to strict processes, tight deadlines and adhere to company set regulations and procedures. Managing your customers’ expectations, ensuring that they’re kept updated on the status of their outstanding IT calls in line with expectations and agreed SLAs and building relationships with our customers and your colleagues, and working within a tea
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