Deskside Support Analyst bei Evelyn Partners

Evelyn Partners is a UK leader in wealth management, providing personalised, expert investment management and financial planning advice to support clients in embracing what’s next. Our success hinges on our people and that’s our secret for longevity. We are a team of passionate professionals and everything we do is guided by our purpose – placing the power of good advice into more hands, we go further to understand the needs of our clients and what matters most to them. We’re here to help them make significant decisions with confidence, provide strong foundations for the future and guide them towards their goals.

Job Purpose

This role will contribute to the effective running of the Evelyn Partners DTS Support team. The role will provide support to teams firm wide including Business Services, Finance, Banking & Financial Services. Support will be provided in London as well as other offices. This role will encompass travel to other Evelyn Partners offices.

Key Responsibilities

• Deal with incidents & requests triaged by the Service Desk relating but not limited to support of endpoints, user permissions, troubleshooting application issues etc.
• Monitor the progress of incidents & requests from raise to resolution and keeping users informed of the progress
• Timely fault diagnosis
• Supporting the video conferencing equipment and meeting room technology, in conjunction with 3rd Party Support partner and Unified Comms Engineer
• Raising and maintaining calls in the IT Service Management Tool where appropriate
• Triaging faults to appropriate third-party providers or other internal support teams
• Creating documentation for trending incidents and sharing knowledge with the Service Desk team
• Having a good knowledge of the importance of IT systems to the business, to ensure that incidents are prioritised and escalated according to the impact and severity of the loss of service to the business.
• Carrying out desk visits where there may be a physical problem
• Building laptops for new joiners & replacement devices
• Supporting the onboarding of new service and systems that transition from project to BAU
• Assisting project teams with work that may fall outside of BAU tasks
• Other Desktop Support related tasks
• Travel to support service and business needs as required
• Some evening and weekend out of hours work will be a requirement

Skills, Experience & Qualifications

• Experience with supporting the following: • Windows 10 • M365 including Azure • Microsoft Teams • Active Directory • Group Policy administration • Mobile device support (iPhone and Android) • Polycom Video Conferencing • Networking (structured cabling, TCP/IP, WAN, VLAN’s) • PC/Laptop/VDI Image deployment

Professional Qualifications and Education

• ITIL Foundation (desirable)
• Relevant ITIL Intermediate qualifications (desirable)