1st Line Support Analyst - Investment Management - Remote - WFH

23rd January 2021
Contract West End & Mayfair
£20 Hourly Rate & Paid Overtime

This is a nice remote 1st Line Helpdesk role with a prestigious independent Investments firm, joining a team supporting 2,300 users across 30 locations in 12 countries. We are offering a 6 month rolling contract and the potential to become permanent in the future.

You will be working remotely but you will need to be able to attend the Mayfair office once a month and so you will need to live in a commutable location and be happy with this occasional visit. The team operates in a rotating shift pattern between the hours of 08:00 & 19:00, and you will also ned to participate in the on call rota which covers evenings and weekends around once a month.

Youi will be supporting around 500 users across Europe, Asia, and Middle East on a busy follow the sun help desk.

Excellent interpersonal, organisational and communication skills are required and you must be able to think on your feet and work well as part of a team to deliver best outcomes for users.



  • Ideally 1-3 years’ experience supporting end-users with software, hardware and network issues via phone and a Help Desk management system. - preferably ServiceNow
  • Ability to handle high profile end users with professionalism and empathy.
  • Ability to learn new technologies and methods quickly and to communicate technical detail across all levels.
  • Excellent written, verbal communication skills and great phone manner.
  • Self-motivated, punctual and able to work to deadlines.
  • Experience using a help desk management system.
  • General interest and savviness in technology


The Job:

  • Act as the first point of contact for all technical queries via the Helpdesk management system (ServiceNow) and over the phone.
  • Ensure all calls and emails are responded to in an efficient manner and taken ownership of from capture through to resolution while meeting service level agreements.
  • Ensure all queries are maintained, updated, and escalated where appropriate using ServiceNow helpdesk management system.
  • Maintain end user facing and internal department documentation.
  • Identify areas of potential improvement, highlight problems, and suggest solutions to ensure continuity of service delivery.
  • Complete the on-boarding and off-boarding processes for new joiners and leavers.
  • Liaise with third party solution providers on escalated issues and keep users informed of progress.
  • Carry out other duties as required to support the overall effectiveness of the IT Department.


Technical Skills:

  • Basic knowledge of Microsoft Windows 10 and Microsoft Office 2016 and hopefully Office 365
  • Basic account and group management in Active Directory, and MS Exchange.
  • Experience/understanding of mobile device management (Airwatch & MS Intune preferred).
  • Experience/understanding of systems management tool (Landesk preferred).


Nice To Have:

  • Financial industry experience.
  • Office relocation/desk move experience.
  • ITIL, CompTIA or O365 certifications.
  • Audio/visual system Support e.g. Polycom
  • Experience supporting phones system adds/moves/changes e.g. Cisco, Avaya etc..
  • Experience of IT support across multiple time zones.
  • Any of these language skills - French, German, Spanish, Arabic - to help support our foreign language speaking users
  • Understanding of Group Policy design, management and implementation.
  • Experience using ServiceNow.


Although this role is REMOTE and offering on a WORK FROM HOME basis you must be able and willing to attend the office in Mayfair once a month or when reasonably required.