Helpdesk Technician (Infrastructure Services Analyst)

London (Central)
10 Mar 2018
14 Mar 2018
Contract Type
Full Time

Position Summary:

The role of Helpdesk Technician(Infrastructure Services Analyst) will be responsible for providing 1st line support to DTCC employee’s globally. The Helpdesk Technician will work on calls/ incidents and tasks via the in-house incident management tool Service Now adhering to strict SLA’s. Incidents range from Hardware, Software, Telephony, Mobile Phone (Blackberry/BYOD) DTCC virtual infrastructure, laptops and Printers.

The Helpdesk Technician (Infrastructure Services Analyst) will troubleshoot technical support incidents by telephone, via e-mail, or through remote access tools in a timely and accurate fashion, and escalate support incidents to the relevant 2nd and 3rd level teams.


  • Deliver prompt support solutions for Windows computer systems, Linux Virtual Terminals (VDI) Cisco phone and networked enterprise services by phone, via e-mail, or through remote sessions.
  • Set realistic expectations with the end-user and communicate issues which negatively impact expectations in a timely manner.
  • Effectively resolve escalated workstation issues.
  • Effectively document all support efforts into the incident tracking system.
  • Assist with troubleshooting outages/interruption of services hosted by DTCC.
  • Contribute to the ongoing cycle of improving End User Support processes
  • Support the New Hire, Termination, and Transfer processes comply with DTCC Corporate policies and procedures through proper documentation and the timely execution of the workflow tasks.
  • Maintain accurate records of assets via timely and accurate updates of the asset tracking system.
  • Perform miscellaneous tasks as needed.
  • Flexible work schedule to ensure global coverage

Knowledge and Skills:

  • Helpdesk Experience
  • Excellent Customer Service & Troubleshooting Skills
  • Excellent Communication Skills (oral and written)
  • Active Directory
  • Windows 7
  • Blackberry Enterprise Server
  • GOOD (MDM)
  • Lotus Notes
  • McAfee EPO
  • Microsoft Exchange
  • Microsoft Office 2010/ 365
  • RSA Authentication Manager
  • Virtualization (VMware\Citrix)
  • Basic Networking understanding (TCP/IP)
  • ServiceNow


  • Minimum 2 years Helpdesk Support preferred
  • Willing to work 12pm-9pm GMT
  • Willing to work 40 hours per week with some need to work out of hours i.e. bank holiday cover

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