Job Overview
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
* 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/MacBooks)
* 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 laymans 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