OverviewThe 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 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 call referrals and escalationsLearning and supporting new/upgraded software/hardwareDeveloping cross team relationshipsExperience and SkillsMinimum 2-3 years experience in an IT Support roleFluent 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 OfficeMulti 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 chatOptional SkillsAccepting 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 SupportOther notesOvertime is required from time to time.Employment detailsSeniority level: Entry levelEmployment type: Full-timeJob function: Information TechnologyIndustries: Professional Services
#J-18808-Ljbffr