Job description
To provide 2nd line technical support to internal employees, assisting them with problems via phone, email or onsite visits with professionalism and efficiency, maintaining a high degree of customer service.
Duties and responsibilities
Technical Skills
Other Skills
Location: Mayfair, London
Duties and responsibilities
- Provide exceptional Customer service support to the business either face to face or verbally escalating to the Service Desk Manager where necessary
- Work towards achieving SLA targets for the service disciplines (incident and request)
- Prioritising and managing workload effectively, utilising ServiceNow, which may include mini projects simultaneously
- Take ownership of assigned incidents/requests, resolving, or fulfilling to the end Customer
- Ticket management, providing clear and regular updates on progress of assigned tickets through to closure
- Provide solution(s)/work around(s) to incidents and problems
- Ensure operational procedures are adhered to and, where appropriate offer recommendations for possible improvements/enhancements
- Knowledge management – Creation of simple knowledge articles and imparting knowledge to colleagues
- Carry out systems & performance monitoring
- Carry out trend analysis and problem management
- Establishing and maintaining excellent working relationships with the business and 3rd parties
- Installing authorised software to laptops and mobile devices
- Ensuring all logs for equipment (asset management) and users are maintained
- Review of patching and anti-virus
- Work with a variety of business and technical teams to enhance service
- Supporting users on both hardware and Software applications
- Laptop and mobile device build and deployments
- Answer 1st line calls when required
Technical Skills
- Good knowledge of Microsoft Active Directory, O365, InTune and Azure
- AV / teleconferencing experience (Teams/Zoom/Cisco/Immersive)
- A basic understanding of networking
- Printing/Scanning: Multifunction / MFA / MFP / Zebra
- Imaging/configuring laptops and iDevices (iPhone/iPad/MacBook’s)
- Remote Access tools such as Bomgar and Remote Desktop
- Good understanding of PC hardware and software set-up and configuration
- Any relevant IT certification would be beneficial
- Provide training/mentoring to other members of the team, hands on and presentation based
Other Skills
- ITIL v3 Foundation level is a minimum requirement
- Experience interacting with Senior Execs/Board level up to and potentially including the CEO
- Smart business attire – Attention to appearance
- Experience of working in the luxury fashion industry would be beneficial
- Conflict management skills
- Communication skills (written and verbal) – Must be able to clearly and concisely articulate information to all levels in a ‘layman’s’ language
- Attention to detail is a necessity
- Organised and structured working methodology
- Preparing documents, meeting materials and correspondence
- Performing basic administrative support duties, as required, to meet specific operational objectives
- Performing miscellaneous job-related duties as assigned by IT management
- Being adaptable to working extra hours to meet deadlines, as required on rare occasions
- Providing assistance and support to colleagues in IT-related matters
- Enthusiastic individual who is up for a challenge
Location: Mayfair, London
Capita IT Resourcing
www.pocketrecruiter.com
Parsippany, United States
Unknown / Non-Applicable
1 to 50 Employees
Company - Private
Enterprise Software & Network Solutions