Purpose of the role: This is a National role, reporting into a Senior Analyst within the Innovation and Technology department. The individual will form part of a team of ten supporting 1700+ users Nationwide, ensuring that the business operations run smoothly and escalated Client queries are handled efficiently and effectively.
The role is London based and includes some travel to the firm’s regional sites for Helpdesk support, administration and project work.
The standard business working hours are 09:30 to 17:30. However, the Helpdesk team operates from 08:00 to 18:00 to ensure coverage for colleagues who start earlier or finish later.
To support this, we operate a shift rota. Typically, you will work five consecutive days in the office, followed by five consecutive days from home. Your shift times will vary between 08:00–16:00 and 10:00–18:00.
For Example, Your Schedule Might Look Like: Office: Wednesday, Thursday, Friday, Home: Monday, Tuesday; Home: Wednesday, Thursday, Friday, Office: Monday, Tuesday. Please note that this pattern is subject to change based on team movements, annual leave, project work, and other operational needs.
During the first three months of your probation period you will be expected to work Mon‑Fri in the London office. Once you have authorisation from your Line Manager to work from home after the three month probation meeting, you will be able to WFH on a rotational basis.
There is also a requirement for weekend work and/or overtime. There is a schedule of weekend support cover on a rotational basis (Saturday & Sunday between the hours of 9am-6pm).
Responsibilities
- Engage with stakeholders to gather information about their IT needs and challenges.
- Clarify the issues clients are facing by asking detailed questions.
- Diagnosing the source of users’ IT problems:
- Identify the root cause of IT problems through troubleshooting.
- Advising clients on possible solutions
- Recommend effective solutions to resolve users’ issues.
- Escalating complex problems and making users aware of the impact of this
- Escalate unresolved issues to senior analysts and inform users about the process and impact.
- Installing and configuring computer hardware and software for users
- Setting up accounts for new starters and ensuring they can log in and use their equipment
- Create user accounts for various software and ensure new employees can access their systems.
- Logging and processing support calls
- Record and manage support tickets, ensuring timely resolution.
- Keep up to date with technology trends
- Stay informed about the latest technology trends and advancements.
Technical Skills, Experience & Knowledge
- A keen interest in IT
- Willingness to learn
- Team Player
- In‑depth knowledge of hardware and software
- Up‑to‑date knowledge of IT and software trends
- Strong customer service ethos
- Excellent communication skills
- The ability to quickly establish good working relationships with clients
- The ability to work to deadlines and under pressure
- Problem solving attitude
- Analytical mindset
Required Skills & Qualifications
- Experience using Windows 11 and O365
- Engaging personality and strong communication skills
- Articulate with an excellent telephone manner
- Lateral thinker, team player, self‑starter, and friendly
Ideal Requirements
- Degree educated
- IT certification
- Has completed an IT Internship or Work Experience
Crowe is committed to equal opportunity and diversity in recruitment and employment.
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