The Service Desk is part of the EMEA Service Delivery Team and provides a single point of contact for both our London and International Offices. The London office also benefits from our onsite Senior Service Desk Analysts who are able to offer deskside support.
The key focus of the team is to deliver a world class IT service to the business.
Reporting to the Service Desk Team Leader/Manager, this is a highly customer focused and visible role requiring excellent first, second line desktop and User Administration support skills.
The role will involve but is not limited to the following:
Deliver 2nd Line Service Desk support (break / fix problems and service requests) effectively and in accordance with agreed service levels, standards and processes, with business users to take ownership of problems through to resolution
Effective and accurate escalation of issues to appropriate teams in a timely fashion to alleviate the risk of breaching SLAs
Work with other IT Service Desk staff and 3rd Line infrastructure and application support teams effectively to ensure that excellent end-to-end IT support services are provided
Develop and maintain strong working relationships with key staff and managers in the business and in other teams within IT
Identify where knowledge can be shared with others in the team to improve the service pro...
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Identify where knowledge can be shared with others in the team to improve the service provided to our customers, and help develop the knowledge and skills of others in the IT Services team
Ensure that assigned IT service incidents are managed effectively and repeated occurrences are flagged as potential Problems to identify root causes, thus reducing the number and severity of future incidents
Arrange and assist external technical support as appropriate
Assisting First Line with the handling of all telephone calls to the desk, on an overflow basis
Acting as an escalation point for First Line on any tickets they are unable to resolve
Ensuring all contact with the Service Desk is logged in our ITSM tool (ServiceNow), making use of all templates and processes that are built into the system
Aim to fix 80% of tickets escalated from First Line
Aim to deliver all Service Requests resolve all Incidents within agreed SLA period
Creating and maintaining relevant articles in the KnowledgeBase
Liaise with third line teams on a monthly basis to understand why tickets have been escalated to third line. Discuss the possibility of Service Desk absorbing some of these tasks with the Service Desk Manager, identifying knowledge transfer needs and access rights required
Provide support from 8am to 8pm, Monday to Friday
Provide support at external events as requested
Provide home visits to Partners/Senior Staff Members as directed to assist with setup and support.
Creating, amending and deleting user accounts within Active Directory.
End to end management, in coordination with the Business Support Teams, of account and equipment moves for users changing teams/ office locations throughout the Firm (trainee seat moves).
To ensure that the housekeeping and administration of the firm's Servers and directories are carried out in accordance with the firm's policies and procedures.
Management of the company's Mobile device's. This includes the set-up of Blackberry's, replacements of faulty/ lost equipment and the return of equipments from leavers.
Set-up and support of Remote Access (RSA) accounts. Proactively working with the 3rd party vendor for issue the team is unable to resolve.
To regularly review all processes and procedures used by the Administration Team to ensure that they are up to date.
Skills and Experience Required
Experience of working as either 1st or 2nd line in a busy professional services environment, supporting 2000+ customers.
Significant experience working with high profile, VIP customers, in a demanding and time critical environment.
Ability to troubleshoot and understand the customers' requirements, to be able to deliver the right solution to meet their 'needs' rather than their 'wants'.
Process driven, with the ability to focus on the end result/be a completer, finisher.
Excellent written and communication skills.
Microsoft Windows 7 Configuration (Exam 70-680) Certified (or equivalent)
Microsoft Office Specialist (MOS) Master 2010 Certified
Any other Microsoft qualifications would be beneficial
Candidates must have knowledge of supporting the following:
Microsoft Windows 7
Microsoft Office 2010 or above
Creation, modification and deletion of User Accounts
Signify/RSA tokens and software tokens
Blackberry/BES and 4G mobile devices - configuring and troubleshooting
MobileIron (or other Mobile Device Management solutions)