IT Support Analyst
Key Skills for This Role
Full Job Posting
Key Responsibilities
- Provide 1st and 2nd line IT support to colleagues, including executive-level users.
- Run the London Tech Bar, providing face-to-face support and troubleshooting.
- Triage, investigate and resolve incidents and service requests, ensuring they are correctly prioritised and managed.
- Take ownership of tickets through to resolution, keeping users informed along the way.
- Work closely with Managed Service Providers, Third Line and Information Security teams where required.
- Support the full Joiner, Mover, Leaver (JML) process, including account creation, access permissions and equipment.
- Set up, configure and maintain laptops, mobile devices and other IT equipment.
- Manage devices and user identities through Microsoft Entra and Apple Business Manager (ABM).
- Support Windows and Mac devices, Microsoft 365, iOS/Apple products, printers and other peripherals.
- Maintain accurate IT asset and inventory records, including the Asset Management Database.
- Use Jira Service Management (JSM) and other ITSM tools to log, track and resolve requests.
Skills, Knowledge & Expertise
- You’ll already have strong experience in an IT Service Desk or IT Support environment, preferably in a predominantly office-based role.
- You’ll also have:
- Strong 1st and 2nd line troubleshooting and problem-solving skills.
- Good knowledge of Windows, MacOS, Microsoft 365 and Microsoft Office.
- Experience supporting Apple devices, including iPhones, iPads and MacBooks.
- Experience supporting mobile phones, tablets, printers and other peripherals.
- Experience installing and configuring hardware and software.
- Familiarity with Mobile Device Management (MDM) solutions.
- Experience using service desk/ITSM tools, ideally Jira Service Management (JSM).
- Excellent communication skills and a genuine customer-focused approach.
- A proactive attitude, with a willingness to learn and take ownership.
- ITIL Foundation would be desirable, as would experience administering JSM, particularly in relation to JML processes.
About Arrow Global Group
European alternative asset manager serving institutional investors through private-credit, real-estate, and asset-servicing platforms.
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