Job Application Form
IT Helpdesk Analyst, Mayfair
Employment Type
Full Time, Fixed Term, Contract
Application Start Date
04-07-2025
Application End Date
18-07-2025
Location
Mayfair
State/County
London
Zip Code
W1S 1BQ
Country
United Kingdom
Work Style
Hybrid
Industry
Banking
Category
Information technology
Position
IT service/support
Experience
2 years +
Description
We are seeking a skilled and customer-oriented IT Helpdesk Analyst to join our team. As an IT Helpdesk Analyst, you will be responsible for providing first-line technical support to our employees, resolving IT issues, ensuring smooth operation of our computer systems and dealing with requests within established SLAs.
This role requires a flexible approach as you will also be responsible for the 1st and some 2nd line support of the infrastructure and applications.
Key Responsibilities:
- Assist in setting up and provisioning new user accounts on the VDI infrastructure, including Citrix, FSlogix, Nutanix, and Microsoft components.
- Manage user access permissions across the environment (Nutanix Files), ensuring that users have appropriate access to resources and applications.
- Provide initial troubleshooting support for common user issues related to connectivity, login problems, and application access the environment.
- Help users with basic configuration settings for their sessions, including desktop preferences and application settings.
- Assist users with password resets and account unlocking procedures
- Monitor and manage active sessions to ensure efficient resource allocation and optimal performance for users.
- Assist users with session disconnects, logoffs, and session reconnection, resolving issues promptly.
- Monitor the performance of the VDI environment, identifying and addressing resource bottlenecks or performance issues that may impact the user experience.
- Respond to and resolve IT support requests via phone, email, and ticketing system
- Troubleshoot hardware and software issues
- Install and configure computer systems and applications
- Maintain and update IT documentation
- Assist in managing and maintaining virtual desktop pools, which may involve creating, updating, and deleting desktop pools as needed.
- Ensure that desktop images are kept up to date and properly patched to maintain security and functionality.
- Troubleshoot application access issues within the (Fslogix App Masking) environment, including problems related to application publishing, delivery groups, and application compatibility.
- Ensure that security policies and access controls are properly enforced within the environment to maintain a secure computing environment.
- Assist in compliance-related activities, such as auditing and access reviews, to meet regulatory requirements and security standards.
- Log and prioritise support tickets submitted by users regarding all IT related issues.
- Escalate support tickets to higher support tiers when necessary, following established procedures and protocols.
- Keep users informed about ticket updates, maintenance schedules, and known issues within the IT environment to maintain transparency and user satisfaction.
- Communicate any planned downtime or maintenance activities in advance to minimise disruption to users' work.
- Managing all printers
- Executing all tasks following the ISO 27001 framework
- Asset Management - maintaining, updating, and reviewing the inventory of IT hardware and software
Other Job Requirements:
- Strong knowledge of computer systems, networks, and common software applications
- Excellent problem-solving and communication skills
- Ability to explain technical concepts to non-technical users
- Customer-service oriented with a positive attitude
Tools or Equipment Used
- Nutanix Files
- Microsoft Azure AVD
- Microsoft FSlogix
- Windows Desktop OS
- Microsoft Exchange
- Microsoft Active Directory Administration
- Citrix VDI Administration
- Mimecast Administration
- Anti Virus Administration
- Telephony Administration
- Net2 Access Administration
- Manage Engine Service Desk
If you are passionate about technology and enjoy helping others, we encourage you to apply for this exciting opportunity. Join our team and play a crucial role in supporting our organization's IT infrastructure and user experience.
Our Commitment to You
We are committed to ensuring that:
- our pay remains competitive in the labour market;
- we pay individuals in line with normal industry practice and standards;
- our pay is consistent and fair;
- we take into account the official data on inflation;
- we recognise individual performance and reward employees accordingly; and
- individuals are not discriminated against because of gender, marital or civil partnership status, race, religion or belief, sexual orientation, age, disability, gender reassignment, pregnancy and maternity, or because they work part time or on a fixed-term contract.
Our Benefits
- x4 Life Assurance
- Pension (10% employer contribution)
- Private Medical Insurance
- Income Protection
- Critical Illness Cover
- Company Car Scheme
- Season Ticket Loan
- Gym Membership (Wellhub)
- Cycle2Work
- EAP
Please note that our benefits are not contractual and we reserve the right to amend or withdraw them at any time. Our benefits are based on certain eligibility criteria and are only applicable to our permanent and fixed term employees. They do not apply to interns, work placements, contractors, consultants or any self-employed individuals working for the organisation.