IT Support Analyst

We are working with a global financial institution to recruit a confident and experienced IT Support Analyst to join a high-performing team based in Belfast, supporting Managing Directors and Markets Trading & Investment Banking floors globally. This is a dynamic, fast-paced environment where you will play a key role in delivering exceptional desktop and device support to a global user base of over 23,000. The ideal candidate will have a strong background in desktop support, excellent communication skills, and the ability to work both independently and collaboratively within a 24x7 service model.
Key Responsibilities

• Provide first-line support to senior stakeholders via phone and remote tools, resolving desktop issues efficiently and professionally.
• Support a wide range of devices including desktops, laptops, BlackBerry, and BYOD.
• Work within a global team to deliver seamless 24x7 support, including participation in a rotating late shift and occasional weekend coverage.
• Manage incident queues and ensure timely resolution of tickets in line with SLAs.
• Collaborate with global teams to identify and implement permanent fixes for recurring issues.
• Contribute to the knowledge base and continuously improve support documentation.
• Act as a key point of contact for technology-related queries, demonstrating exceptional customer service and professionalism.
• Support service outage communications and ensure transparency with internal and external stakeholders.

Essential Criteria

• Proven experience in desktop support within a large-scale, fast-paced environment.
• Familiarity with Active Directory and enterprise-level IT infrastructure.
• Strong organisational skills and the ability to manage workload independently.
• Excellent communication and interpersonal skills, with the ability to engage confidently with senior personnel.
• Willingness to work flexible hours, including late shifts and occasional weekends.
• Ability to work under pressure and maintain high service standards.
• A proactive, solutions-focused mindset with a commitment to continuous improvement.

This role will require you to work 3 days per week in the Belfast office so candidates within Northern Ireland will be given preference and we would not consider someone relocating for this role.
Although the role is initially for a 11-month period there is a high possibility of extension. If you''re interested in this role, please forward an up-to-date copy of your CV If this job isn''t quite right for you, but you are looking for a new position, please contact us for a confidential discussion on your career.

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