• Profile
Job Description

Job Purpose

As an IT Helpdesk Support Analyst you will offer support and technical assistance to customers who are using software, hardware, or other computer systems and need help completing tasks or troubleshooting problems through diagnostic tests and remote access to their computers. This is an excellent entry/junior level opportunity for someone with a strong interest in IT. 

Key responsibilities

Responding to telephone and email incidents, ensuring queries and service requests are logged and

processed in a professional and courteous manner based on an agreed SLA or OLA.

Perform initial triage and attempt a first fix on incidents and requests, allocating calls to other members of the

team and department as part of a structured escalation.

Provide proactive updates on the progress of request, including follow up with customers to ensure full

resolution of requests

Process access management requests including joiners, movers and leavers based on an agreed SLA.

Assist in driving the knowledge management process by creating and maintaining articles for the team

and department.

Create and maintain self-help documentation for customers.

Maintain an accurate asset inventory.

General administration duties as and when required.

Any other duties required to ensure an effective and efficient Service Desk service is delivered in accordance

with the team goals.

Key Interfaces

IT Team

All Business areas across the group

3rd party suppliers

Person Specification

Knowledge & Experience

Ability to communicate effectively at all levels

Experience in support Microsoft Windows and Office products preferred

Strong team player but equally able to work on own initiative

• Good problem solving skills

Working knowledge of Microsoft server solutions, network technologies, network protocols, security devices and applications and internet infrastructure

Core Competencies

Problem Solving & Judgment

Customer Focus

Planning & Reviewing

Performance Focus

Expert Knowledge

Communication & Confidence

About Us

Arbuthnot Latham has been associated with banking since 1833. We combine private and commercial banking, wealth planning and investment management. We believe in traditional relationship and service-led banking powered by modern technology.

Work, Life and Benefits

Arbuthnot Latham is committed to equal-opportunities for all staff and candidates. We embrace inclusion & diversity and understand why they are critical for the success of our business and people.

At Arbuthnot Latham we offer:

  • Agile working (one fully trained in the role you will be based from home every other week).
  • Competitive salary, pension & holiday allowance
  • BUPA Health cover
  • 4x Life Assurance
  • Income protection scheme
  • Discretionary bonus
  • Market leading maternity/paternity and menopause policies
  • Flexible benefits