Senior Support Technician resolving complex IT issues for diverse businesses. Collaborating with L1 technicians and leading technical projects for IT management services.
About the role
- IT Helpdesk Analyst providing high-quality IT support for Insight Investment's San Francisco office. Handling user issues and ensuring timely resolution while maintaining service standards.
Responsibilities
- Provide a proactive and high-quality IT Support
- Ensure tickets / requests are responded to within a timely manner
- Manage end users’ expectations and ensure they receive regular updates on outstanding issues
- Ensure that agreed service standards are being met and instigate appropriate procedures when they are not
- Manage issues through to resolution
- Update ServiceNow tickets whenever possible so others can see updates
- Carry out root cause analysis on issues and provide resolutions for users whenever possible
- Undertake continuous improvement and small-scale enhancements / mini projects as requested
- Create and update documentation on Confluence / ServiceNow as required
- Ensure our infrastructure is kept secure and adhere to our IT Security and Information Risk controls
Requirements
- Strong diagnostic skills and experience with root-cause analysis
- Windows 11, Office / M365 apps
- Active Directory / Group Policy Insight Investment - Confidential - Internal
- Windows performance / process monitoring
- Collaboration Software (Teams, Zoom, etc.)
- Troubleshooting experience with Excel (add-ins, macros, etc.)
- Exposure to MFA (or similar secure login)
- Experience with Remote Support via RDP or similar
- Uses a systematic approach to a complex problem or situation, approaches it from different angles
- Can understand advice given from technical specialists and assess the impact in relation to actual requirements
- Able to work with incomplete information and to determine dependencies and constraints, likely to be of a highly technical nature
- Understands the conflicting and changing business requirements and factors these into planning
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