Help Desk Analyst

Helpdesk Analyst – Shift Work – York (hybrid / remote) to £30k #TeamCandour have partnered with a global financial services player to help grow their busy first line Helpdesk team. Please note this particular position is to deal with international customers and will require the successful individual to work from 2pm to 10pm. Full WFH options are available after completion of initial onboarding at the offices in York. You will be part of the front line IT Service Desk team providing support to users across the UK, Europe, Bermuda and North America. You will work in a proactive and co-operative manner to ensure that the responsiveness, effectiveness and quality of the IT Service Desk is as good as it can be. About you: We are looking for a person who possesses the following attributes:

• A passion for customer service.
• Previous service desk experience.
• Confident and effective communication skills, both verbal and written.
• Comfort working in a highly dynamic, fast-paced and constantly evolving environment.
• Strong team ethic.
• A hunger for continuous improvement.
• A natural talent for seeing the bigger picture and beyond what is in front of them.
• Confidence in speaking out when required to do so.

• Act as a routine contact point, receiving and handling requests for support from internal business users.
• Respond to a broad range of support activities by providing information to fulfil requests or enable incident resolution.
• Provide first line fault investigation and diagnosis, and promptly allocate unresolved issues as appropriate.
• Assist with the development of standards, and apply these to track, monitor, report, resolve or escalate issues.
• Assist users in defining their access rights and privileges.
• Perform security administration tasks and resolve security administration issues.
• Investigate minor security breaches in accordance with established procedures.