Overview
The IT Service Desk, within the Customer Tech Support team, is the 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 of
As 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 phone
* Using support tools to manage and track calls
* Managing email, voicemail, chat and self-service calls
* Managing incidents to resolution
* Meeting call targets and quality standards
* Managing call referrals and escalations
* Learning and supporting new/upgraded software/hardware
* Developing cross team relationships
Experience and Skills
* Minimum 2-3 years experience in an IT Support role
* Fluent English (verbal and written)
* Excellent communication and interpersonal skills
* Strong analytical/troubleshooting capabilities
* Demonstrates reliability, flexibility and professionalism
* Ability to multi-task and respond to changing priorities
* Ability to refer and escalate issues using initiative and discretion
* Consistent and accurate approach
* Effectively plans and prioritises workload to consistently meet deadlines
In 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)
* Intune
* Anti-virus & Anti-Spyware software
* VPN
* Active directory user administration
* Cisco Call Manager & Cisco Unity administration
* Wireless connectivity support
* LAN: Microsoft Active Directory Networking
Knowledge of the Firm’s hardware:
* Workstations (laptops and desktops)
* Mobile & Smartphone devices
* Printers/Scanners/Faxes (MFDs)
* IP Telephony
* Peripherals (keyboards, mice, monitors, docking stations)
Support Tools
* Remote support tools
* Call management system including self service (ServiceNow experience desirable but not essential)
* Phone, voicemail, email and chat
Optional Skills
* Accepting Feedback, Active Listening, Artificial Intelligence, Cloud Disaster Recovery, Communication, Data Management, Disaster Recovery, Emotional Regulation, Empathy, IT Operations, Incident Management and Resolution, Inclusion, Intellectual Curiosity, IT Project Lifecycle, IT Support
Other notes
* Overtime is required from time to time.
Employment details
* Seniority level: Entry level
* Employment type: Full-time
* Job function: Information Technology
* Industries: Professional Services
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