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Who We Are

Escalent is an award-winning data analytics and advisory firm that helps clients understand human and market behaviors to navigate disruption. As catalysts of progress for more than 40 years, our strategies guide the world’s leading brands. We accelerate growth by creating a seamless flow between primary, secondary, syndicated, and internal business data, providing consulting and advisory services from insights through implementation. Based on a profound understanding of what drives human beings and markets, we identify actions that build brands, enhance customer experiences, inspire product innovation and boost business productivity. We listen, learn, question, discover, innovate, and deliver—for each other and our clients—to make the world work better for people.

The Helpdesk Support Specialist is responsible for the day to day user support of both on-site and remote employees. External support to our clients will also be included in a much smaller capacity. He or she will also be responsible for ensuring the on-going maintenance and standards compliance of information systems.

Requires Hybrid work schedule with at least 1 day per week working in one of our shared work spaces in the Greater London area.

The Salary Range for this position is £35,000 - £45,000. If this is not the right level for you, please check out our other postings.

Responsibilities

• Listens carefully and asks appropriate questions to effectively resolve service issues for internal and external customers.
• Responds to internal and external client needs, requests and problems and provides appropriate technical responses.
• Logs, documents and maintains history records on Information Technology problems via the incidents tracking system.
• Understands IT software and hardware used at Escalent.
• Installs new systems and upgrades existing systems.
• Administers network and desktop environment,
• Maintains the confidentiality of Escalent data. Monitor systems and processes.
• Assists with conference room setups and resource needs, such as video conference units, LCD projectors, audio, etc.
• Develops documentation to support the technical infrastructure.
• Track hardware and software inventory and licensing.
• Support users and provide instruction for the use of Microsoft 365 products.
• Support remote users located around the world.
• Rotational on-call responsibility.
• Image hardware and ship laptops to employees.
• Conduct IT Overview sessions with new hires during first-day on-boarding

Basic Qualifications

• Must have an Associate degree or certification, or equivalent technical experience.
• 1-2 years of experience in a help desk role.
• Must have solid time management and organization skills, while working independently.
• Must respond diplomatically and productively to internal/external clients with technological or other problems.
• Must display attention to detail, accuracy and follow through skills.
• Must be able to manage multiple competing priorities.
• Must have above average communication skills, both verbal and written, appropriate for communicating technical solutions to an audience with varying levels of computer knowledge.
• Must be proficient in MS Office, Microsoft 365 and other Windows applications.
• Must be physically able to lift and carry boxes of laptops and related equipment (up to about 25 lbs).

Preferred Qualifications

• Experience using FreshService or similar incident tracking system.
• Experience using Microsoft System Center Configuration Manager, Intune or similar Endpoint Management software.
• Experience with Microsoft Exchange Online, SharePoint Online, Teams.
• Basic phone administration with a system such as Microsoft Teams Voice.
• Experience supporting Apple laptop or desktop systems (MacOS).

Equal Opportunity Employer: All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, age, marital status, pregnancy, genetic information, or other legally protected status.