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About Bonhams

Bonhams is a global auction house with an 18th century heritage poised for transformative change. Our global operations are based in London, Paris, New York, Los Angeles and Hong Kong where we sell in over 60 categories, including motor cars, paintings, jewellery, and entertainment memorabilia.

Key Responsibilities

In your role as the IT Service Desk Engineer you will be required to carry out the following:

Working within the Service Desk team providing a high quality and responsive IT support function to end users of Bonhams supplied equipment and services, this will include but is not limited to

Primary role:

• Deliver excellent customer service by using your expertise to provide telephone and remote technical support
• Provide on-premise auction/sale room support as and when required
• Point of contact for Bonhams end user IT support via telephone, chat and self-service
• Build successful working relationships with other tech teams and business users
• Identify ways to proactively reduce re-occurring issues (this is as important as solving incidents quickly and efficiently)
• Maintain knowledge articles to support BAU functions and wider training requirements for the IT Service Desk Team
• Provision and maintenance of desktops, laptops, mobile and desk phone
• Training business users on the use of their equipment and understand where to find information and contact the IT Service Desk
• Diagnose, analyse and troubleshoot incidents through to resolution and effectively escalate where required (2nd Line support / Dev ops Team)
• Manage, prioritize and respond promptly to assigned tickets, ensure that response times are being adhered to
• Assist in driving change, standardization and cycles of improvement as set out by line manager
• Troubleshooting of end user issues and effective escalation to the relevant support team or partner
• Ensure all equipment, services and CI’s (Configuration Items) are maintained and updated in the OSS tools
• Ensure all assigned or relevant tickets are prioritised and resolved in accordance with SLA’s
• Contribute to the development of processes
• All support queries are logged within our ITSM tool when attending regional sites
• Build successful working relationships with other tech teams and business users is critical
  

Additional functions required as and when:

• Provide auction support as and when required across our regional offices
• Provision and maintenance of desktops, laptops, mobile and desk phone
• Order equipment and spares through the authorised supply channels and ensure procurement policy is followed
• Ensure all equipment is supplied in a secure and standard configuration
• Collaborate with HR on New Starters and Leavers process
• Training business users on the use of their equipment and understand where to find information and contact the IT Service Desk
• Deliver excellent customer service and professionalism when attending regional offices
• Hardware stock management (tracking hardware numbers & re-orders)
• Effectively manage license pools for end user software
  

Key Skills & Attributes

• A very strong technology and support background with at least 2 years IT experience
• Experience in supporting live events and specifically streaming technologies (training will be required on Bonhams specific equipment)
• Microsoft qualifications desirable
• Experience deploying and supporting Microsoft OS, Office 365, MacOS and security tools
• Management of remote access and mobile workforce technologies including Unified Communications, multi-factor authentication and VPN’s
• ITIL foundation or above would be desirable
• Well organised with a good prioritisation discipline
• Excellent English written and verbal communication skills is essential
• A friendly disposition to assisting end users with their IT needs
  

What We Offer
* 28 days annual leave (including bank holidays) increasing to 33 with service.
* Private Health Care
* Life Assurance
* Health & Wellbeing Assistance Program
* Enhanced Family Friendly Policies

If you wish to apply, please send your CV and cover letter by the 22nd June 2023 at midnight.

We thank you for your interest in this position but please note that we will only contact candidates chosen for further consideration.

Bonhams is an equal opportunity employer. As part of our commitment to fight for equality, we work to ensure a fair and consistent interview process. We celebrate diversity and we are committed to an inclusive work environment.