Job Description
Role- IT Service Support\n\nType- Contract\n\nNature- Hybrid\n\nLocation- London, UK\n\nOverview of the Role-\n\nWork in a team of Second Line Support Analysts, delivering Second Line and Desktop Support services to the business.\nEnsure that all Incidents, Service Requests and other tasks assigned to you are resolved or fulfilled in accordance with standard processes, and within agreed Service Levels.\nAssist with the organisation and delivery of remote support visits, attending remote sites, or liaising with external support providers when required.\nDeliver processes relating to the procurement, configuration, deployment and disposal of user IT equipment such as laptops, tablets, smartphones etc, in accordance with relevant Asset Management processes.\nEnsure all activities within the Second Line function are conducted within the scope of relevant defined processes, such as Incident, Problem, Change, Knowledge, Request Fulfilment etc.\nParticipate in the Incident Management Triage process, assisting with the timely and efficient processing of Incidents across the IT Department.\nParticipate in technical processes relating to the Windows Image build and deployment.\nAssist with the development and delivery of ITIL Service Management processes (e.g. Problem or Knowledge Management) when required.\nWork with the IT Second Line Team Lead to continuously develop and improve working practices, processes and standards within the Second Line team.\nSupport, mentor and develop First Line staff, improving skill sets and raising the technical capabilities of the team.\nProactively identify risks, and ensure that they are effectively managed such that all IT related Second Line activities operate within a suitable internal controls environment.\n\nSignificant experience working in a support role within a busy IT Technical Support environment.\nSignificant experience of diagnosis and rectification of faults.\nStrong knowledge of and experience with hardware, software and mobile technologies.\nExperience with a range of technologies, including Active Directory, GPO, Citrix, Windows desktop, Apple mobile devices, Avaya Telephony, Networking (LAN, wifi, VPN) etc.\nDemonstrable experience using service management toolsets.\nDemonstrable experience liaising with both internal and external suppliers and contractors.\nCapacity to keep abreast of and to adapt to new technology and tools both for internal IT use and to identify potential applications within the business.\nThe ability to work under pressure whilst maintaining a strong customer service ethic.\nExcellent communication skills, both written and oral, and the ability to produce clear and concise work instructions and support documentation.GCS is acting as an Employment Business in relation to this vacancy