IT Service Desk Analyst - Level 2 support
Role details
Job location
Tech stack
Job description
A&M is seeking a dedicated IT Field Services Support Specialist to join our London office. This role is fully onsite and requires the right to work in the UK. As part of the core Field Services team, you will be supporting UK and International users by providing front-facing contact via walk-up desk, email, telephone, and remote tools for all technology-related problems. This team is integral to ensuring seamless technology operations across our global network, offering significant professional growth and impact within the organization
How you will contribute
- Facilitating walk-ups ServiceDesk and utilizing incident knowledge base platform (Service Now)
- Analyse, diagnose, document, resolve or escalate reported issues and outages
- Assist other depts within IT; engineering/operations, and infrastructure applications/hardware
- Configure, install, and troubleshoot laptops/mobile devices/printers
- Respond to all user support inquiries globally including primary office location, We prioritize your well-being, providing benefits and resources to support you on your personal journey. Our people consistently highlight the growth opportunities, our unique, entrepreneurial culture, and the fun we have together as their favorite aspects of working at A&M. The possibilities are endless for high-performing and passionate professionals. Inclusive Diversity
A&M's entrepreneurial culture celebrates independent thinkers and doers who can positively impact our clients and shape our industry. The collaborative environment and engaging work-guided by A&M's core values of Integrity, Quality, Objectivity, Fun, Personal Reward, and Inclusive Diversity-are the main reasons our people love working at A&M. Inclusive Diversity means we embrace diversity, and we foster inclusiveness, encouraging everyone to bring their whole self to work each day. It runs through how we recruit, develop employees, conduct business, support clients, and partner with vendors. It is the A&M way. Equal Opportunity Employer
It is Alvarez & Marsal's practice to provide and promote equal opportunity in employment, compensation, and other terms and conditions of employment without discrimination because of race, color, creed, religion, national origin, ancestry, citizenship status, sex or gender, gender identity or gender expression (including transgender status), sexual orientation, marital status, military service and veteran status, physical or mental disability, family medical history, genetic information or other protected medical condition, political affiliation, or any other characteristic protected by and in accordance with applicable laws. . Unsolicited Resumes from Third-Party Recruiters
Please note that as per A&M policy, we do not accept unsolicited resumes from third-party recruiters unless such recruiters are engaged to provide candidates for a specified opening. Any employment agency, person or entity that submits an unsolicited resume does so with the understanding that A&M will have the right to hire that applicant at its discretion without any fee owed to the submitting employment agency, person or entity.
Requirements
Support and troubleshooting include supporting MS office 2016 - O365 suites, Commvault, (Cisco Products: Jabber, WebEx, AnyConnect VPN, Call Manager CUCM ), JAMF (Mac deployment), Active Directory, Shared drive/Folder permissions understanding & troubleshooting, Bitlocker MBAM, GoTo Rescue, SCCM, Video & Audio Conferencing administration, Apple iOS, Android, 2FA/MFA mobility support & VOIP connectivity troubleshooting, LAN connectivity troubleshooting, Mimecast, Intune, network printer support., * Educated in the technology field preferred
- Some prior experience in help desk environment or tech support services (preferable)
- Solid understanding of MS Office 2016-O365 (Outlook, Word, Excel, Power Point, etc.)
- Proven background with customer service and able to handle stressful / time-sensitive situations
- Telephone customer service experience required
- Fundamental understanding of PC hardware/software and connectivity components
- Experience with Windows 10-11 Operating Systems, Mac OS 13-15 experience is preferred
- Knowledge of MS Exchange, Active Directory, SharePoint
- Knowledge of LAN/WAN networking, remote access VPN technology, TCP/IP
- Good understanding of ITIL based structure
- Exposure to HP/Lenovo ThinkPad/ Dell/ MacBook/ iPhone/ Android/ hardware preferred
- Previous experience with an incident management/tracking system required
- Some weekend and afterhours support required, as well as light travel potentially
- Fluency in English is essential, additional languages are a nice to have
