Description

Job Overview

We are seeking a Service Desk Analyst to provide Level 1 and Level 2 technical support to staff across branch, operations, and corporate office environments for our client in the financial services sector. This role ensures timely resolution of IT incidents, service requests, and user issues while maintaining compliance with cybersecurity standards and internal IT policies.

Key Responsibilities

• Provide Level 1 and Level 2 phone, email, and remote desktop support
• Manage user account provisioning, password resets, MFA support, and Active Directory administration
• Support desktops, laptops, thin clients, printers, scanners, and peripherals
• Install, configure, and update approved software and applications
• Log, route, and follow up on incidents using ITSM ticketing tools
• Document solutions and create SOPs and knowledge base articles
• Identify and report suspicious activity or potential security threats
• Maintain focus on data privacy and cybersecurity best practices
• Route escalated issues to 2nd level IT support teams

Required Skills

• Windows 11 and Windows Server (basic knowledge)
• Active Directory / Azure AD
• VMware, Exchange, MECM, SCOM
• ITSM tools: Ivanti, ServiceNow
• Microsoft 365 / MS Office Suite
• VPN and MFA
• Remote desktop support tools
• ITIL framework knowledge
• Strong communication, customer service, and problem-solving skills

Preferred Skills

• Experience supporting a bank or financial services environment
• Familiarity with banking compliance and regulated IT environments

Key Skills

Education

Any Graduate