Help Desk Analyst

Description

Overview: 

The position of IT Field Services Support Specialist will be based in the London office and be part of the core Field Services team to support all UK and International users by front facing contact via walk-up desk, email, telephone and/or remote tool for all technology related problems. The IT Field Services Support Specialist will provide diagnosis, resolution, or escalation to other service desk team members, engineering and/or applications development groups using our incident management system. In addition, the IT Field Services Support Specialist is responsible for understanding, interpreting all support requests, providing documentation and resolution for our internal knowledge base. A candidate for employment must demonstrate both great customer service and teamwork. The candidate must be able to set an expectation level for an issue and deliver on that expectation, must be able to be self-sufficient and able to appropriately manage their own workload. 

Responsibilities: 

• 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 

Supported Applications: 

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, Labtech ConnectWise, SCCM, Video & Audio Conferencing administration, Apple iOS, Android, 2FA/MFA mobility support & VOIP connectivity troubleshooting,  LAN connectivity troubleshooting, Mimecast, Intune, network printer support. 

Qualifications: 

• Educated in the technology field preferred 
• Some prior support role experience in help desk environment or tech support services (preferable) 
• Solid understanding of MS Office 2010/2013/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 7-10 Operating Systems, Mac OSX 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/ MS Surface/ 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

Diversity & Inclusion

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. Employees and Applicants can find A&M policy statements and additional information by region here.

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 and in alignment with our Inclusive Diversity values. 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.