It Helpdesk Analyst

Venn Group are currently partnered with a prestigious investment Management firm based in the City of London to employ an ambitious IT HelpDesk professional who is looking to grow their presence within the IT and Financial Services industry. The successful candidate will be required to be in the office 5 days a week to support the business and this will be an immediate start.

Key Responsibilities:

1. User Support:
   • Act as a single point of contact for all users with IT queries
   • Categorize and prioritize queries according to agreed SLAs
   • Allocate queries to the appropriate resource, including partners and third-party providers
   • Monitor progress of all calls, acting as the incident manager, and escalate as needed
   • Provide regular updates to users on the progress of their queries
2. Technical Support:
   • Troubleshoot desktop environments (currently running on the Microsoft Windows operating system)
   • Provide first-line support to all system users, ensuring the functionality of desktop equipment
   • Install and support new and existing desktop equipment, including imaging PCs
   • Support staff using work iPhones and other mobile devices
   • Procure and manage IT equipment
   • Manage user accounts and access to shared resources
3. Software and Security Management:
   • Manage software deployment to desktops, including installation and configuration of Microsoft 365 software
   • Manage security systems, such as anti-virus solutions and email filters
   • Oversee backup systems, ensuring successful completion and undertaking restores as requested
4. Documentation and Reporting:
   • Maintain accurate and up-to-date documentation of IT procedures.
   • Produce regular reports on helpdesk activity
   • Track work against agreed KPIs
5. Training and Business Processes:
   • Train users on technology usage
   • Perform business processes undertaken by IT, such as intraday backups and statement generation
   • Manage mobile phone procurement and connections via Vodafone's VCO
6. Helpdesk Operations:
   • Ensure the Helpdesk is staffed during business hours, with coverage split into two shift rota patterns
   • Staff the Helpdesk from the office to ensure business hours are covered
   • Maintain continuous coverage during business hours, including staggered lunch breaks

Experience Desired:

• Proven experience providing user and technical support in a mixed IT environment.
• Demonstrated ability to meet SLAs and provide timely services and feedback to users and management.

If you are a proactive IT professional with a passion for delivering high-quality support in a dynamic investment management environment, we invite you to apply for this exciting opportunity. Please reach out directly or reach out to the Financial Services team at Venn Group