1st and 2nd Line IT Support Analyst

Job Details


30k / Year


City of London

Job Description

My client, a specialist asset manager based in the City, are looking for a first and second line IT support analyst to join their expanding company. The ideal candidate will have experience working in a similar role, ideally from within the financial services industry.


Main Function of the Job

The role encompasses basic first and second line support for users of PCs, laptops and mobile devices (desktop equipment) together with being responsible for the smooth running of the Help Desk.

The support role includes: troubleshooting desktop environments (currently running on the Microsoft Windows operating system); provision of front line support to all system users ensuring that their desktop equipment continues to function as intended; training users on using technology provided; first line support for the business applications which run on the desktop; and ensuring current tasks and procedures relating to IT Desktop Support are documented accurately and administered effectively in accordance with any internal and external SLAs.

In relation to the Helpdesk, the role will provide the users a central point to receive help on all IT issues. The Helpdesk will manage requests via the companies Helpdesk tracker; ensure that the user is kept informed of progress on the query; allocate the query to the appropriate resource; and provide management information on queries. It is important to ensure end user satisfaction is maintained by delivering a very high quality service in accordance with the time frames laid down within the Internal Service Level Agreement.


Main Responsibilities — First line support

  • Development and documentation of suitable controls and procedures
  • Installation and support of new and existing desktop equipment, including imaging PC’s
  • Support of users who have access to an iPhone or any other mobile devices
  • Procuring IT equipment and supplier management
  • Management and deployment of software to the desktops across the firm including: Installation and configuration of Microsoft Office software
  • Creation and management of user accounts within active directory and management of Active Directory objects
  • Management of access to shared resources
  • Management of access security (e.g. anti-virus solution, email filters)
  • Management of backup systems; verifying that backups have completed successfully and undertaking restores as requested
  • Maintenance of server room environment
  • 1st and 2nd line IT infrastructure investigation
  • Troubleshooting system start-up and user logon queries
  • Configuring and troubleshooting devices and printers
  • Training users on basic IT functions
  • Performing business processes undertaken by IT (e.g. intraday backups, monthly and quarterly statement generation, client stationery orders)
  • Mobile phone supplier management and procurement of devices and new connections



  • The Helpdesk is to be staffed using the following shift patterns: 07:00 to 15:00, 08:00 to 16:00 and 10:00 to 18:00
  • The Helpdesk staff rotate shifts on a regular basis
  • The Helpdesk must always be staffed during business hours


Main Responsibilities — Helpdesk

  • Provide a single point of contact for all users with IT queries
  • Categorise and prioritise queries according to agreed SLAs
  • Allocate queries to the appropriate resource (e.g. partners, 3rd party providers)
  • Act as the incident manager to monitor progress of all calls; escalate calls where an SLA breach is expected
  • Provide regular updates to users on the progress of their queries
  • Produce regular reports on the helpdesk activity
  • Track work against agreed KPIs
  • Ensure all helpdesk documentation is accurate and regularly reviewed
  • Log and record incident responses – create/amend the related procedures accordingly


Experience desired

  • Experience of providing user/technical support in a mixed IT environment
  • Providing services and feedback to users and management in accordance with formal SLAs
  • Sound knowledge of networking in a switched environment; Windows 8.1 and 10 components including Office applications (2003 to 2016) and Office 365
  • Knowledge of Active Directory in a Windows 2008 to 2012 environment
  • Active involvement in the management of helpdesks in an SLA driven environment
  • Experience of data backup and related processes and techniques
  • Working knowledge of remote access solutions
  • Working as part of a distributed support team
  • Liaising with IT hardware and software suppliers


Skills Required

  • Good client service skills
  • Technically compliant with an understanding of the operational infrastructure, databases and applications
  • Knowledge of support techniques
  • Good written English and verbal communication skills
  • Good problem solving and query resolution skills
  • Ability to manage multiple tasks within a time driven SLA environment
  • Good and accurate record keeping
  • Procedures and documentation kept up to date and relevant

Key Systems Used

  • Microsoft Office suite
  • Office365 cloud Exchange administration
  • PowerShell
  • Aurora
  • Kofax Total Agility (Workflow)
  • Oracle and SQL
  • Networks (TCP/IP, routing, general administration and maintenance)
  • Windows 8.1 / 10
  • MS Server 2003, 2008 and 2012 (Domain Admin


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