London, hybrid working 3 days per week in the office
Responsibilities:
- Supporting the implementation of, and delivering, a ‘Walk-In Clinic’ service centre, focused on delivering a great user experience to our customers and improving employee productivity, collaboration and ultimately customer satisfaction through a walk up solution for the end users.
- Raising and managing incidents, ensuring that positive outcomes are delivered in a timely and effective manner for our internal customers.
- Ensure fit-for-purpose communications and troubleshooting support are in place, dependent on the severity of the incident.
- Ensure that assets under PPF control are identified, controlled and properly cared for throughout their lifecycle. Account for, manage and protect the integrity of configuration items through the service lifecycle
Requirements:
- Experience of delivery in 2nd Line support role in business critical environments (e.g. Contact Centre) including users that work remotely ideally from within the financial services industry
- Experience of delivering customer-facing services in an IT function for a diverse range of users
- Excellent technical hardware and software troubleshooting skills
- Knowledge of Microsoft Active Directory, Microsoft Exchange and basic network issues
- System build skills including desktop and laptops
- Investment application knowledge e.g Bloomberg would be desirable but not essential
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