About the position
ENVIRONMENT:
DELIVER responsive and effective 1st/2nd line support for software, hardware, and core applications while actively using AI-assisted tools as the next IT Support Analyst wanted by an innovative Investment Management firm. The ideal candidate looks beyond the immediate problem to its root cause and reaches for AI and automation as tools to solve it properly, not just patch it. Customer service orientation is paramount, and they are looking for someone who is constantly seeking ways to improve service to the firm. Applicants will require a Degree in Information Systems, Computer Science or a related field (or equivalent experience) with at least 3+ years of experience in a similar role with working knowledge of ServiceNow, Power Automate, Azure, Intune, ITIL, Microsoft 365, Windows 10/11, SharePoint & Teams.
DUTIES:
- Deliver responsive and effective 1st/2nd line support for software, hardware, and core applications via ServiceNow, Microsoft Teams, walk-ups, or phone. This remains the primary responsibility of the role.
- Accurately log and manage incidents and service requests, maintaining detailed records in line with ITIL best practices.
- Provide clear, user-friendly communication and technical guidance to end-users of varying technical abilities, including users who are highly tech-forward and expect an AI-literate support experience.
- Maintain and update tickets with relevant progress notes and status updates.
- Own incidents from initial report to resolution, ensuring minimal handovers and timely follow-ups.
- Prioritize and manage multiple open cases, escalating as needed with full context and troubleshooting steps taken.
- Actively use AI-assisted tools (Microsoft Copilot, ServiceNow AI/Virtual Agent, and similar) as part of day-to-day triage and resolution, not just as optional add-ons.
- Critically review AI-suggested resolutions, summaries, and knowledge content for accuracy before executing or sharing with users, treating AI output as a starting point rather than a final answer.
- Identify repetitive, high-volume, or manual ticket patterns and propose or build automations (Power Automate flows, ServiceNow workflows/scripts, or similar) to remove them.
- Contribute ideas and effort toward the team's ongoing automation initiatives, helping shape how support is delivered rather than just delivering it.
- Proactively diagnose and resolve issues, leveraging logs and monitoring tools to prevent repeat incidents.
- Collaborate with internal technical and product teams to resolve complex or systemic issues.
- Maintain real-time communication with users during incidents to ensure a positive and transparent support experience.
- Contribute to and update the knowledge base to enable user self-help and team learning.
- Analyse support trends to identify recurring issues, suggesting process improvements and automation opportunities.
- Perform user administration tasks: password resets, AD group updates, etc.
- Participate in on-call and after-hours support on a rotational basis.
- Promote self-service portals and digital adoption, educating users on best practices.
- Uphold company policies regarding data security, compliance, and confidentiality.
- Share knowledge, mentor team members, and promote a collaborative team culture.
REQUIREMENTS:
Qualifications –
- Degree in Information Systems, Computer Science or a related field (or equivalent experience).
Experience/Skills –
- 3+ Years of experience in IT Support, Service Desk or IT Service Management with a focus on remote support and high-volume requests.
- ITIL knowledge and experience applying ITSM best practices.
- Strong troubleshooting and problem-solving skills for software, hardware and cloud environments, supporting users remotely across different locations.
- Proficiency with Microsoft 365, Windows 10/11, Azure, Intune, OneDrive, SharePoint and Teams.
- Experience with automation (e.g. Power Automate, scripting, ServiceNow workflows, or similar), with the judgement to validate automated or AI-generated outputs before relying on them.
- Experience with any ITSM platform is acceptable provided the automation mindset is there.
- Experience with IT security tools such as Mimecast, anti-virus solutions and endpoint security platforms.
- Experience with endpoint monitoring tools (e.g. SysTrack) for proactive troubleshooting and automation.
Advantageous –
- A genuine interest in AI and automation tools, with practical experience applying them to real problems (not just familiarity with the concept).
- ServiceNow knowledge (administration, configuration, workflows, or scripting).
ATTRIBUTES:
- Excellent communication skills – clear, proactive and user-focused support.
- Ability to work independently and collaboratively within a fast-paced, evolving IT environment where tools and process change frequently.
- A strong belief in doing the right thing.
- Ability to recognise and embrace change.
- Intellectual curiosity.
Desired Skills:
