Job Details

Infrastructure Technology
Permanent
SE London
£33,000
August 29, 2019

IT Service Desk Analyst- Global FX Trading Co - Bromley, Kent (up to £33k)

 

In just over 15 years, my client has become one of the leading trading companies in the world. Today we have over 450 people in 14 offices around the world including the UK, Poland, China, Russia and Spain. Our success is focused on hiring and developing talented people and helping them to perform to their maximum and fulfil their potential. This is a unique opportunity to join our International IT Team and work on challenging projects within a fast paced environment.

The Opportunity

The Service Desk team is responsible for delivering first class support to staff both onsite and remotely across 14 sites. They are looking to add a technically strong as well as hands on Senior IT Service Desk Analyst to deal with major IT operational incidents and line manage a small team of Service Desk IT Support staff throughout office. 

The Role

  • Providing Hands on 1st and 2nd line support and maintain users' satisfaction with their IT working environment.
  • Management of Team Performance 
  • Managing KPIs ensuring internal incidents and requests are resolved 
  • Looking for trends and reporting on problems including resourcing levels 
  • Ensure the team follow Incident Management, Problem Management and Change Management processes
  • Providing training for the team and keeping them up to date with any changes
  • Utilize the ticketing system to document your work and facilitate ticket assignment, prioritization, escalation and resolution amongst other members of the team.
  • Line Manager responsibly for Polish team members, including quarterly performance reviews.
  • Acting as an escalation point for the team as well as Traders, Office Managers and Back office staff.
  • Responsible for Software & Hardware Asset Management. 
  • Represents the Service Desk as a technical lead on Projects where required.

 

Skills / Experience 

  • Proven technical and employee leadership experience, ideally with "hands on" management style
  • Management and support (remote and face to face) of a similar size team of service desk analysts.
  • Excellent working knowledge of Active Directory, Exchange, Remote Assistance/Desktop, and Server Infrastructure
  • Proven track record with troubleshooting ability to identify root cause and implement controlled changes
  • Must be able to communicate clearly at a technical and end user level
  • Ability to build relationships with business heads and other key stakeholders
  • Incident Management experience
  • Experience in providing in-depth Infrastructure support to a growing client base
  • Experience of controlling and management of IT Assets (including software & hardware) 
  • Minimum of three years of experience providing IT support

Qualification

 

  • Microsoft or Other IT Technical Certifications 
  • Detailed knowledge of Active Directory, DNS, Server & Desktop management 
  • Strong knowledge of hardware including User Devices, Printers and Factory Systems 
  • ITIL Certification 
  • Working knowledge of Video Conferencing and Voice Over IP (VOIP) Systems 
  • Experience of working on all levels of Line IT Support Helpdesk. 
  • Must be able to demonstrate technical ability at 2nd line engineer level
  • Undergraduate degree in IT or equivalent industry certifications

 

Personal Specification

  • Strong leadership skills to develop and motivate a technical team. 
  • The ability to establish strong and positive relationships with colleagues at all levels. 
  • Sound organisational ability and able to prioritise.
  • Ability to organise own and team workload to business priorities and under pressure. 
  • Flexible to working hours, weekend working and out of hours escalation point.
  • Ability to travel to company offices.