* Serve as point of contact for IT incidents, service requests, and technical queries via phone, email, and ticketing system.
* Provide 2nd – 3rd line support for hardware, software, operating systems, and applications.
* Troubleshoot and resolve issues related to desktops, laptops, mobile devices, printers, and peripheral equipment.
* Support secure access to core banking systems, trading platforms, and other financial applications.
* Perform user account management in Active Directory, Exchange, and other enterprise systems.
* Escalate unresolved issues to appropriate technical teams in accordance with SLA guidelines.
* Maintain accurate records of all support requests, solutions, and escalation actions.
* Assist with software installations, updates, and patch management.
* Follow IT security and compliance standards, ensuring adherence to relevant regulatory requirements.
* Participate in incident response and disaster recovery activities when required.
* Contribute to knowledge base documentation and continuous service improvement initiatives.
Skills & Qualifications
* 5 – 7 years of proven experience in an IT Service Desk or IT Support Engineer role (preferably in a financial services environment).
* Strong knowledge of Azure, Microsoft Windows OS, Office 365, and Active Directory.
* Familiarity with ITIL principles and service management tools.
* Experience troubleshooting hardware, software, and networking issues.
* Understanding of security best practices in a regulated industry.
* Excellent communication, problem-solving, and customer service skills.
* Basic knowledge of networking (TCP/IP, VPNs, DNS, DHCP) is desirable.
* ITIL Foundation or other relevant certifications where applicable.
* Experience with Citrix, VMware, or other virtual desktop environment would be an advantage.
Personal Attributes
* Reliable and good communications skills.
* Highly organised, with the ability to manage multiple priorities.
* Proactive in identifying and resolving potential issues before they escalate.
* Team-oriented with a commitment to collaboration and knowledge sharing.
* Bonus of up to 30% on top of base salary
* Strong focus on training and development, unlimited courses offered
* Pensions, Health care, Income Protection, Insurance
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