This is a London role, located close to Bond St, Tube. Is a permanent role (more details below)
This role will be based five days per week in great offices with a supportive team, access to cafés, bars and all onsite facilities as well.
Rostered basis. Hours are 8:00am – 4:30pm and 10:00am – 6:30pm
You will be a central point of contact for technical support services, owning the coordination of responses to incidents and requests along with customer related engagement. Your key responsibilities will be to:
- Maintain the Service Desk function which customers will access for all their technology service requests, incidents, and queries (over 1000 users, two service desks, team of 8 excluding manager)
- Ensure details are captured and recorded in the Service Management call logging system and prioritised accordingly (Service Desk Systems Documentation)
- Track, update and manage calls through to resolution, escalating when necessary (eg performing a functional escalation, linking to a problem record or change record)
- Monitor and manage call queues, ensuring incidents and requests are addressed within agreed service level targets
- Verify customer satisfaction before resolving incidents and requests
- Provide desk side and meeting room services, liaising with colleagues and customers to ensure effective communication, escalation, and knowledge sharing
- Maintain a technology asset database and Digital Services catalogue
- Execute scheduled system checks to ensure desktop software is up-to-date and at the required standard
- Liaise with Service Desk Management, ensuring they remain updated regarding incidents that require escalation or further attention
- Pro-actively identify opportunities for automation to minimise repetitive tasks and enhance productivity across the firm
- Submit improvement ideas into a continual service improvement register, implementing those that are approved either individually or as part of a team
- Carry out in-depth analysis of incidents and problems involving planning, testing and implementing fixes or workarounds
- Carry out project work either individually or as part of a team as directed
What skills and experience will you need?
At least one-year continuous IT Service Desk experience
- Demonstrable knowledge and experience with:
– ITIL concepts and their application ITIL concepts and their application
– Enterprise service management toolset
– Remote support tools
– Windows 10-11, Microsoft Office 2016 and Office365 (customise ribbons etc.)
– Desktop hardware and printer troubleshooting and support
– Laptop builds and upgrades - Foundational knowledge and experience supporting:
– IT networking concepts in an enterprise environment
– Backup and disaster recovery solutions and concepts
– Active Directory and Azure Active Directory
– Office365 Admin suite
Salary – Competitive
- 26 days annual leave (pro-rata for part-time working) plus bank holidays (most of which can be taken flexibly!) with options to buy & sell holiday
- Private medical insurance
- Discounted gym memberships, critical illness and dental insurance through our flexible benefits
- Eye care vouchers
- Cycle to work scheme
- Digital GP services
For your wealth:
- Competitive pension scheme
- Discretionary bonus scheme
- High street discounts