Service Desk Analyst
Service Desk Analyst SS&C Advent, a leading provider of award-winning software and services for the global investment management industry, is seeking a Service Desk Analyst for our office in London. You will be an all-in-one analyst, working with a multitude of technologies. This is a great place to excel with your current expertise, as well as learn new ones in a fast pace, growing office. As the Service Desk Analyst, you will be an integral part of a team providing IT support and service to SS&C Advent’s EMEA offices. This role is part of the global IT organization and is responsible for providing first and second-level support leveraging Service Now ticketing system, email, telephone and direct contact. Reporting to the Global Service Desk Manager, you will provide diagnosis, resolution or escalation to other groups. This role will give you a broad range of responsibilities, such as logging all incidents, understanding routing of all service requests. The candidate must demonstrate great customer service and team work, as well as set expectation level for an issue and deliver on that expectation. What you get to do: As part of a global team, provide first- and second-level support for Advent’s technical infrastructure including laptops & desktops running Windows & Mac OS, end-user applications and services, as well as some server and Active Directory administration. • Facilitate laptop, desktop and server requests, building systems using standard imaging tools and checklists. • Manage lifecycle of ServiceNow tickets from triage through resolution • Active Directory, Email, DNS administration, users and groups creation and permissions • Support the Microsoft Office suite and additional business applications like Jira, Confluence, Skype, and OneDrive • Administer and support all types of mobile devices • Maintain detailed and up to date hardware and software licensing inventory • Troubleshoot and resolve network and telephone issues • Maintain appropriate hardware supplies, working closely with our purchasing department • Lead projects such as hardware and OS upgrades, software roll outs, and new product deployments • Nice to have scripting for automation and efficiencies, using VB and PowerShell • Participate in a standard after hours on-call rotation Skills you will need: • Amazing customer service and communication skills • Strong Windows laptop/desktop support experience is essential • Good understanding of core information technologies – servers, networking, DNS, mail transport, HTML, TCP/IP and network file systems Data Privacy Notice The provision of personal information through your job application will be processed in accordance with SS&C Data Privacy Notice for Candidates (https://www.ssctech.com/Portals/0/Documents/pdf-assets/SSC-EEA-Data-Protection-Policy.pdf), which the applicant hereby acknowledges having read and fully understood. SS&C is an Equal Opportunity Employer and as such does not discriminate against any applicant for employment or employee on the basis of race, color, religious creed, gender, age, marital status, sexual orientation, national origin, disability, veteran status or any other classification protected by applicable discrimination laws.