Line of Service

Internal Firm Services

Industry/Sector

Not Applicable

Specialism

IFS - Information Technology (IT)

Management Level

Specialist

Job Description & Summary

The IT Service Desk, within the Customer Tech Support team, is a 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 customers effectively 

Managing call referrals and escalations 

Learning and supporting new/upgraded software/hardware 

Developing cross team relationships 

Developing End user documentation 

The above is not an exhaustive list and will include completing other User Support activities, and any other reasonable tasks requested by management, which may include tasks outside the normal scope of this position.  

Overtime is required from time to time.

Experience and Skills:

Minimum 2- 3 years experience in an IT Support role in a large company (preferable)

3rd level computer degree

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 

Education (if blank, degree and/or field of study not specified)

Degrees/Field of Study required:

Degrees/Field of Study preferred:

Certifications (if blank, certifications not specified)

Required Skills

Optional Skills

Accepting Feedback, Accepting Feedback, Active Listening, Artificial Intelligence, Business Technology, Cloud Disaster Recovery, Communication, Database Disaster Recovery, Data Warehousing Disaster Recovery, Disaster Recovery, Disaster Recovery Solution Development, Emotional Regulation, Empathy, Enterprise Architecture, Hardware Troubleshooting, Incident Management and Resolution (IMR), Inclusion, Intellectual Curiosity, IT Business Strategy, IT Operations, IT Operations Management, IT Performance Management, IT Project Implementation, IT Project Lifecycle, IT Support {+ 15 more}

Desired Languages (If blank, desired languages not specified)

Travel Requirements

Available for Work Visa Sponsorship?

Government Clearance Required?

Job Posting End Date