IT Helpdesk/Service Desk Analyst - 1st/2nd Line (Banking) c45k London

NDKtech is recruiting a Helpdesk Analyst for our client, a well-established international bank with a branch in the City of London. You’ll provide efficient first line desktop support to users in London and in the bank’s European branches, and support day-to-day computer operations for both sites.

You’ll join a small, close-knit IT team that reports to the IT Liaison & Network Manager. The role has real variety: helpdesk, operations, hardware deployment, M365 admin and user training.

Key Responsibilities

• Give 1st line (into 2nd line) support for problems and queries about the bank’s systems and software, in London and Amsterdam
• Support IT computer operations, including iSeries
• Monitor the helpdesk queue to make sure calls meet SLAs: qualify requests, collect the right information, then resolve them or assign them to the right technical resource
• Track all open calls and produce management reports on helpdesk performance
• Build and deploy desktop PCs (physical and virtual) and peripherals
• Help technical staff deploy, remove and troubleshoot IT systems
• Train and support users on desktop software and IT systems
• Do M365 administration for Outlook and Teams
• Keep helpdesk records, system inventories and asset control up to date
• Manage stock of IT hardware and consumables
• Cover for other helpdesk team members and carry out general IT admin duties

2-3 years’ hands-on IT helpdesk experience in a corporate environment

• Strong Windows desktop support skills, including physical and virtual builds
• Working knowledge of M365 admin, especially Exchange Online/Outlook and Teams
• Experience working to SLAs with a ticketing system
• Good communication skills and confidence supporting and training end users
• A Levels or GCSEs

Desirable

• Experience in a bank or other financial institution
• Exposure to IBM iSeries (AS400) operations
• Microsoft certifications or courses (eg MS-900, MD-102, MS-102)
• Experience of asset management and helpdesk reporting