Over all purpose of the Job:

The I.T function is led by an I.T Director who manages a team of around 80 I.T professionals. I.T Operations for the company is managed by the I.T Services Manager, reporting to the I.T Director. The I.T Services teams are based in London EC3 and Colchester, and support the company offices throughout the UK , mainland Europe and North America .

The Role:

Work as part of the 1st Line / 2nd Line IT Service Desk to provide 1st Line support to 800+ The company users in the UK, Europe & North America, delivering and maintaining a ‘best of breed’ I.T Service Desk.

This person will work in a proactive and co-operative manner to ensure that the responsiveness, effectiveness and quality of the I.T Service Desk service is as good as it can be.

In order to provide I.T support to the business, flexibility in working hours is a requirement. Currently, shift work will be in operation within the hours of 7am to 7pm Monday to Friday; however this may change in the future in line with business requirements.

Principle duties and responsibilities:

Deliver 1st Line Service Desk support (break / fix problems and service requests) effectively and in accordance with agreed service levels, standards and processes, working remotely and locally with business users.

Escalate issues which are beyond the jobholder’s technical capability or resource capacity in an effective manner to optimise the quality of service provided to the business.

To work with other I.T Service Desk staff and 3rd Line infrastructure and application support teams effectively to ensure that excellent end-to-end I.T support services are provided.

Take part in initiatives to improve the quality and effectiveness of the I.T operational service

Develop and maintain good working relationships with key staff and managers in the business and in other teams within I.T.

Identify where knowledge can be obtained from other I.T Services staff to enable the jobholder to extend the level of support that they can provide.

Undertake service analysis, proactive service monitoring or project activities as assigned.

To assist with data retrieval for any E-disclosure cases that are presented to the company.

Qualifications, Skills, Experience and Personal Requirements:

Ideally, you will:-

Be educated to ‘A’ level standard or equivalent.

Have experience of providing I.T support in a similar environment.

Have a basic understanding of I.T operational support frameworks, including incident management, problem management, change control, service level measurement and reporting. An understanding of or qualification in ITIL would be an advantage.

Have an understanding of the standard hardware and software supported by the company (Wintel / MS Office / Exchange / Active Directory / Citrix / Blackberries etc.).

Be self motivated with a “can do” attitude in responding to the challenges presented by front-line I.T support.

Have good analytical and problem solving skills.

Good at understanding and learning about new technologies.

Have a knowledge and experience of the financial services sector (although not essential).

Be professionally presented with strong customer-facing skills, and the ability to build and maintain working relationships with customers at all levels.

Have good verbal and written communication skills.

Be well organised and be able to prioritise own workload without supervision.