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# Help Desk Support Analyst

- **Company:** Zenith Bank Limited.
- **Location:** Greater London, UK
- **Salary:** £60,000.0
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Active Directory, JIRA, Computer Networks, Desktop Computing, Disaster Recovery, Domain Name System (DNS), Issue Tracking Systems, Information Technology Audit, Virtual Private Networks (VPN), Microsoft Office, Procurement Software, TCP/IP, Wi-Fi Technology, Peripherals, Hardware Infrastructure, Network Server, ManageEngine
- **Published:** September 10, 2026
- **Apply:** https://www.collegerecruiter.com/job/2858086371-help-desk-support-analyst

## About the Role

* Proven experience in a helpdesk, IT support, or technical customer service role
 * Experience with common enterprise tools (e.g., Active Directory, Office 365, ManageEngine, Jira)
 * Good knowledge of Windows 10/11 operating systems, Printes, MFDs, audio-visual equipment, etc.
 * Familiarity with networking concepts (TCP/IP, DNS, VPN, Wi-Fi troubleshooting)
 * Can-do attitude and willing to learn new skills
 * Hardware knowledge - Desktops, Servers, Printers and MFDs

## Description

The Bank is looking for a motivated individual who is comfortable working at all levels within the IT Department. The Helpdesk Support Analyst provides technical assistance and support to end users for hardware, software, and network-related issues. This role involves diagnosing problems, guiding users through solutions, escalating complex issues when necessary, and maintaining documentation of support activities. This person will need to have good communication skills and be able to work directly with users and third-party service providers. The IT Department are embarking on various improvement and digital projects so the right person will be a key factor in ensuring the team's success., * Monitor the Helpdesk platform to ensure tickets are assigned appropriately, resolved timely, SLAs are met, and weekly/monthly reports are prepared.

 * Serve as the first point of contact for end users seeking technical assistance via phone, email, chat, or ticketing system.
 * Install, configure, and support desktops, iPad, printers, and other peripherals
 * Assist with onboarding and offboarding of employees (equipment setup, access provisioning, etc.).
 * Support IT procurement activities
 * Liaise with internal resources and third parties/vendors for the execution of projects.
 * Triage Helpdesk and Service requests and escalate more technically challenging issues/problems to senior team members and/or vendors.
 * Liaise with all stakeholders to carry out post-implementation review of projects and change requests
 * Assist with daily and occasional evening and weekend technical tasks, problem management and projects
 * User desktop workstation support including Windows and MS Office
 * Implementation and documentation of all assigned projects/tasks
 * Provide support and take part during IT audits, disaster recovery invocation, and Business Continuity tests
 * Maintain and contribute to the development of the department's documentations including procedures, FAQs, IT outages, vendors list and manuals


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