Role and Responsibilities (this is a broad but not exhaustive list)

• Providing a professional and consistent level of technology support to all staff


• Responding to incoming incidents and requests at first point of contact reported via all mediums


• Ensuring all incidents and requests are accurately recorded at the time of being reported and responded to within a set Service Level Agreement


• Maintaining and updating incidents and requests via the Service Desk ITSM system


• Alerting Senior Analysts and Managers of reoccurring incidents and potential issues


• Keeping customers apprised and updated


• Escalating problems to the senior team members


• Creating and encrypting CD bibles and USB sticks


• Managing requests for loan equipment


• Assisting with team’s administration duties


• Utilising and updating the Knowledge Base


• Other support related activities as required

Qualifications and Experience

• Good troubleshooting and analytical skills


• Knowledge of Windows 10 and Microsoft Office 365


• Understanding of PC Hardware and operating systems


• Awareness of using Active Directory


• Experience of logging tickets in ITSM call logging software

Person Specification

• A keen interest in IT


• Good academic record


• Enthusiastic and keen to learn new skills


• Excellent customer service skills


• Team player


• Excellent communication skills and ability to be managed


• Excellent attention to detail


• Excellent time management and organisational skills with the ability to meet deadlines


• Ability to think and work independently, or as part of a team and to take ownership of tasks


• Good interpersonal skills, working closely with people at all levels in the Firm


• Remaining calm under pressure


• Highly motivated and a methodical approach


• Flexible approach to working with the ability to handle the demands of a constantly evolving workload

Competencies

• Communication skills


• Planning and organising


• Team working


• Attention to detail