Sr. Implementation Analyst at Broadridge managing client implementations and onboarding for investment accounting. Collaborating with various teams to ensure smooth transitions and high - quality results.
About the role
- Service Desk Analyst providing IT support for Allwyn UK users, logging incidents and service requests. Ensuring high quality service through effective communication and problem resolution.
Responsibilities
- To provide front-line access to Technology services and support for Allwyn UK users, logging incidents, service requests and access requests, performing ‘first-line’ contact resolutions
- Keeping users informed on the progress of their tickets; in compliance with the processes, standards and service levels defined by the Technology team.
- Play a vital role in delivering a high quality end-to-end service to users by ensuring the correct information is collated, escalations are triggered at the right time to the right resolver groups, and that tickets are monitored through to completion.
- Accept tickets via email, telephone, system alerts, self-serve and walk-ups; performing triage and capturing high-quality information needed to manage all incidents and service requests throughout their lifecycle.
- Logging and progressing tickets using the ITSM tool.
- Ensuring that Service Desk customers are kept up to date and satisfied with the resolution.
- Create, amend and delete user accounts across all systems and applications, following strict access management procedures and with requisite approvals.
- Work closely with the Incident and Problem Managers to escalate major incidents and recurrent incidents.
- Document workarounds, FAQs and other knowledge-base articles to help drive efficiency and effectiveness; allowing the Service Desk to resolve more requests at first contact and minimise the number of tickets passed to support teams.
- Monitor the response and fix targets of tickets, escalating to the appropriate manager when applicable
- Perform file and network management tasks as requested.
- Log, monitor and communicate support tickets with 3rd parties, ensuring incidents are resolved within SLAs
- Work with other teams to identify “Runbook” tasks which the Service Desk can perform on a routine basis, including (but not limited to) Infrastructure, Desktop and Information Security.
Requirements
- Demonstrable experience working in an IT support role, adhering to KPIs
- Knowledge of business systems and different Technology teams
- Excellent customer service and communication skills
- Able to troubleshoot a wide variety of issues and provide assistance to customers via workarounds where possible
- Strong attention to detail and a willingness to learn new technical skills
- Experience with internal/external audits is desirable
- Continuous improvement mindset.
Benefits
- Company bonus scheme
- Matched pension contributions up to 8.5%
- 26 days annual leave + 2 Life Days (and bank holidays)
- Complimentary Private Medical
- Life Assurance
- Enhanced Maternity & Paternity leave
- £500 wellness allowance
- Access to nutritional advisor and personal trainers
- Discounted Health Assessments
- Complimentary Financial coaching
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Tech skills
Location requirements
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