Job Description
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: 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 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. Experiences and skills Minimum 1-2 yrs experience in level 1 support with a focus on M365 support is required A 3rd level IT degree is a requirement Experience in supporting hardware and software including: Windows 11 & Microsoft M365 Suite of Applications (Ms Team, Outlook & Calendar, One Drive, Sharepoint, Excel, Word, Powerpoint Anti-virus & Anti-Spyware software VPN Active directory user administration Cisco Call Manager & Cisco Unity administration Wireless connectivity support Workstations (laptops and desktops) Mobile & Smartphone devices Printers/Scanners/Faxes (MFDs) IP Telephony Peripherals (keyboards, mice, monitors, docking stations) Call management system including self service.(ServiceNow experience desirable but not essential) Excellent communication and interpersonal skills Strong analytical/troubleshooting capabilities Reliable, flexible and professional Ability to multi-task and respond to changing priorities Ability to refer and escalate issues using initiative and discretion Ability to plan own work and meet deadlines