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Looking for banking contractors in London | Legal, Business Analyst, People Strategy
* Client: world-leading payments and fintech company
* Duration: 6 months
* Pay rate: up to 250 GBP per day (PAYE - Inside IR35)
Our company has embarked on a major transformation journey. We are transforming ourselves into a true engineering organization where we put customer experience and end user support first. As part of this strategy, we are consolidating several of our Operational functions into a single area focused on providing world class operational support to our end users. This change is geared towards rethinking how we provide Operational support for the services we are responsible for. As a member of the End User Systems Support team, the Workstation Associate Technical Support Analyst will be responsible for providing support for the systems, services and tools utilized by our staff. The successful candidate will be a technically versed resource with excellent customer service skills and have a proactive mindset.
The Associate Technical Support Analyst provides hardware and software support to our workstations (both physical and virtual), mobile wireless devices, voice & video equipment, end user solutions like Microsoft 365, and Endpoint security tools. The successful candidate will work with a dynamic and evolving global team charged with continuously improving the efficiency and effectiveness of support for our end user environment.
Essential Functions
* Consistently provide an exceptional, pleasant and courteous service to all End Users
* Provide 2nd level support for escalated workstation and mobile related issues and requests
* Provide the day-to-day operational support for incidents, adds/moves/change for voice and video conferencing, and AV equipment and escalating to next level group when appropriate.
* Perform daily proactive checks following defined procedures to ensure end user workstation issues are identified and resolved.
* Effectively question end users to collect information and understand the issues they are experiencing, and perform diagnostic procedures to isolate and resolve the issues
* Interact with end users in person, via telephone, e-mail, IM/chat, and social tools, to provide technical support
* Prioritize incidents and complaints to assure all SLA’s are met
* Maintain incident records and resolution detail utilizing ITSM Ticketing tool, Service Now
* Troubleshoot incidents and document resolution notes with root cause analysis
* Utilize all technical resources to solve end user incidents
* Escalate or work in tangent with appropriate support specialists or support groups on unresolved issues
* Escalate hardware repairs to third party providers as needed
* Effectively communicate both verbally and in writing with management to express ideas in order to make informed decisions
* Installation of workstation, telephony, and mobile hardware/software as required
* Provision and prepare workstations using standard images
* Setup and install new workstations, loaners and other workstation related equipment
* Maintain 100% accuracy/control in the asset database of deployed assets, recording/updating as needed
* Communicate and provide knowledge transfer to other agents/technicians on issues/problems and resolution
* Work with other support groups such as network operations, in assisting in the resolution of incidents or maintenance activities
* Other duties and special projects as assigned
This is an on-site position. An on-site position must be consistently performed at an assigned office location and require daily commute to the office location.
Preferred Qualifications:
* Strong experience in providing exceptional customer service
* Intermediate level Networking connectivity knowledge and troubleshooting
* Intermediate level experience in Installation, configuration, and support of local and LAN printers
* Experience as a technician supporting over 300 users with the following:
* Installation, configuration, and support of PC, Mac, telephony, mobile, and voice/video hardware/software
* Hands-on support for all operational aspects of voice, video and unified communications support including, but not limited to, assigning phones, assisting with meeting scheduling, etc.
* Supporting and troubleshooting Windows 11, OSX Sequoia, iOS, Android, MS Office 365 suite and MS Teams
Excellent interpersonal skills:
* Active listening to end user needs, issues, complaints
* Ability to communicate effectively with wide variety of users, and technical teams
* Ability to support, and explain technical concepts to users at various levels of technical proficiency
* Effectively manage difficult or volatile situations
* Effective collaboration with peers and other groups
* Empathetic and patient
Effective problem solving:
* Ability to effectively perform issue isolation and resolution in order to minimize downtime
* Ability to assess, analyse and research technical situations and provide viable alternatives
* Able to read and understand technical manuals, procedures, and OEM guides
* Ability to schedule and prioritize
* Ability to learn new technologies and procedures quickly
Seniority level
Associate
Employment type
Contract
Job function
Information Technology
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