Management of Incidents and Service requests raised by colleague
Liaise closely with other members of the Tech Hub Team to ensure knowledge and expertise is shared effectively
Work with the Shift Leader to create / review regular reports to identify incident trends and deliver work plans to resolve
Assist the Shift Leader on escalating Major Incidents and following this through to its conclusion
Updating and maintaining tickets within the service management toolset
Network, Platform and Security monitoring
Prompt escalation of tickets to Infrastructure engineers
Create, or assist in the creation of articles for the Knowledge Base
Communicate experience and knowledge to other members of the Global IT function to assist support availability
Assist with the installation, configuration, patching and ongoing usability of desktop computers, peripheral equipment, and software (incl.
Tracking of hardware inventory)
Work with procurement staff to purchase hardware and software
Work with vendor support contracts to resolve technical problems with desktop computing equipment and software
Provide support as part of a rotating shift schedule
Provide cover out of hours and at weekends as required
We are seeking someone who is :
Customer Focus Building strong relationships, delivering customer-centric solutions and going the extra mile so the customer feels supported
Action Orientated Taking on new opportunities and tough challenges with a sense of urgency, high energy and a will to get things done right
Plans and Aligns Planning and prioritising work to meet commitments aligned with organisational goals
Communicates Effectively Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences
Interpersonal Savvy Relating openly and comfortably with diverse groups of people
Creative Strong tendency to think outside of the box in dealing with and resolving issues
Educated in a technical discipline such as an IT diploma / degree with qualifications in one or more of the following (or equivalent) - ITIL Foundation, Microsoft certification, Cisco Certification, COMPTIA A+, Network+, Security+
Previous experience working in a Service Desk / Helpdesk role is essential
Possess a strong technical background on end-user / desktop / peripheral support. Must possess a can-do attitude and be willing to roll up their sleeves and get the job done.
Demonstrable knowledge of administering Active Directory, Exchange, File & Folder permissions, GPO, SharePoint administration, Skype, O365
Installing, operating and supporting customers on Microsoft platforms
Use or knowledge of Service Management platforms
Experience in working with the financial services industry is desired, but not essential
Our commitment to you is that we will help you become your personal best. All of our people benefit from a comprehensive and individually tailored program.
We focus on a holistic skill set of professional accreditation and management development, soft skills, coaching and technical training.
This is a business built by people, so helping our people be great is great for business.