Line of ServiceInternal Firm ServicesIndustry/SectorNot ApplicableSpecialismIFS - Information Technology (IT)Management LevelSpecialistJob Description & SummaryThe IT Service Desk, within the Customer Tech Support team, is a centralised first point of contact for people with IT issues. CTS aims to provide excellent service in a friendly and efficient manner.This role concerns the provision of 1st level support services for the firm's hardware and software products, using a call management system to manage throughput. Meeting call targets and effectively utilising call escalating processes.Purpose-led work you'll be part ofAs a Specialist, you'll work as part of a team of problem solvers, helping to solve complex business issues from strategy to execution. Responsibilities include but are not limited to:Key support activities include:Troubleshooting end user issues over the phoneUsing support tools to manage and track callsManaging email, voicemail, chat and self-service callsManaging incidents to resolutionMeeting call targets and quality standardsManaging customers effectivelyManaging call referrals and escalationsLearning and supporting new/upgraded software/hardwareDeveloping cross team relationshipsDeveloping End user documentationThe above is not an exhaustive list and will include completing other User Support activities, and any other reasonable tasks requested by management, which may include tasks outside the normal scope of this position.Overtime is required from time to time.Experience and Skills:Minimum 2- 3 years experience in an IT Support role.Fluent English (verbal and written)Excellent communication and interpersonal skillsStrong analytical/troubleshooting capabilitiesDemonstrates reliability, flexibility and professionalismAbility to multi-task and respond to changing prioritiesAbility to refer and escalate issues using initiative and discretionConsistent and accurate approachEffectively plans and prioritises workload to consistently meet deadlinesIn depth knowledge of the firm's operating system, functions and features of the application software including:Microsoft 365 (Teams, Outlook, SharePoint, OneDrive etc)Windows 11, MS Office.Multi Factor Authentication (MFA)IntuneAnti-virus & Anti-Spyware softwareVPNActive directory user administrationCisco Call Manager & Cisco Unity administrationWireless connectivity supportLAN: Microsoft Active Directory NetworkingKnowledge of the Firm's hardware:Workstations (laptops and desktops)Mobile & Smartphone devicesPrinters/Scanners/Faxes (MFDs)IP TelephonyPeripherals (keyboards, mice, monitors, docking stations)Support ToolsRemote support toolsCall management system including self service .(ServiceNow experience desirable but not essential)Phone, voicemail, email and chatEducation (if blank, degree and/or field of study not specified)Degrees/Field of Study required:Degrees/Field of Study preferred:Certifications (if blank, certifications not specified)Required SkillsOptional SkillsAccepting Feedback, Accepting Feedback, Active Listening, Artificial Intelligence, Business Technology, Cloud Disaster Recovery, Communication, Database Disaster Recovery, Data Warehousing Disaster Recovery, Disaster Recovery, Disaster Recovery Solution Development, Emotional Regulation, Empathy, Enterprise Architecture, Hardware Troubleshooting, Incident Management and Resolution (IMR), Inclusion, Intellectual Curiosity, IT Business Strategy, IT Operations, IT Operations Management, IT Performance Management, IT Project Implementation, IT Project Lifecycle, IT Support {+ 15 more}Desired Languages (If blank, desired languages not specified)Travel RequirementsAvailable for Work Visa Sponsorship?Government Clearance Required?Job Posting End Date