IT Service Desk Analyst - L2 Support - onsite

About Alvarez & Marsal

Alvarez & Marsal (A&M) is a global consulting firm with over 10,000 entrepreneurial, action and results-oriented professionals in over 40 countries. We take a hands-on approach to solving our clients' problems and assisting them in reaching their potential. Our culture celebrates independent thinkers and doers who positively impact our clients and shape our industry. The collaborative environment and engaging work—guided by A&M's core values of Integrity, Quality, Objectivity, Fun, Personal Reward, and Inclusive Diversity—are why our people love working at A&M.

The Team

The position of IT Field Services Support Specialist will be based in our London office and be part of the core Field Services team to support all UK and International users by front facing contact via walk-up desk, email, telephone and/or remote tool for all technology related problems. The IT Field Services Support Specialist will provide diagnosis, resolution, or escalation to other service desk team members, engineering and/or applications development groups using our incident management system. In addition, the IT Field Services Support Specialist is responsible for understanding, interpreting all support requests, providing documentation and resolution for our internal knowledge base. A candidate for employment must demonstrate both great customer service and teamwork. The candidate must be able to set an expectation level for an issue and deliver on that expectation, must be able to be self-sufficient and able to appropriately manage their own workload.

How you will contribute

• Facilitating walk-ups ServiceDesk and utilizing incident knowledge base platform (Service Now)
• Analyse, diagnose, document, resolve or escalate reported issues and outages
• Assist other depts within IT; engineering/operations, and infrastructure applications/hardware
• Configure, install, and troubleshoot laptops/mobile devices/printers
• Respond to all user support inquiries globally including primary office location

Supported Applications:

Support and troubleshooting include supporting MS office 2016 - O365 suites, Commvault, (Cisco Products: Jabber, WebEx, AnyConnect VPN, Call Manager CUCM ), JAMF (Mac deployment), Active Directory, Shared drive/Folder permissions understanding & troubleshooting, Bitlocker MBAM, GoTo Rescue, SCCM, Video & Audio Conferencing administration, Apple iOS, Android, 2FA/MFA mobility support & VOIP connectivity troubleshooting, LAN connectivity troubleshooting, Mimecast, Intune, network printer support.

Qualifications

• Educated in the technology field preferred
• Some prior experience in help desk environment or tech support services (preferable)
• Solid understanding of MS Office 2016-O365 (Outlook, Word, Excel, Power Point, etc.)
• Proven background with customer service and able to handle stressful / time-sensitive situations
• Telephone customer service experience required
• Fundamental understanding of PC hardware/software and connectivity components
• Experience with Windows 10-11 Operating Systems, Mac OS 13-15 experience is preferred
• Knowledge of MS Exchange, Active Directory, SharePoint
• Knowledge of LAN/WAN networking, remote access VPN technology, TCP/IP
• Good understanding of ITIL based structure
• Exposure to HP/Lenovo ThinkPad/ Dell/ MacBook/ iPhone/ Android/ hardware preferred
• Previous experience with an incident management/tracking system required
• Some weekend and afterhours support required, as well as light travel potentially
• Fluency in English is essential, additional languages are a nice to have

Your journey at A&M

We recognize that our people are the driving force behind our success, which is why we prioritize an employee experience that fosters each person’s unique professional and personal development. Our robust performance development process promotes continuous learning, rewards your contributions, and fosters a culture of meritocracy. With top-notch training and on-the-job learning opportunities, you can acquire new skills and advance your career.

• We prioritize your well-being, providing benefits and resources to support you on your personal journey. Our people consistently highlight the growth opportunities, our unique, entrepreneurial culture, and the fun we have together as their favorite aspects of working at A&M. The possibilities are endless for high-performing and passionate professionals.