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- Tasks: Provide desktop support to users, resolving software issues via phone or email.
- Company: Join Societe Generale, a leading financial services group with over 160 years of experience.
- Benefits: Enjoy a dynamic work environment with opportunities for growth and development.
- Why this job: Be part of a digital transformation journey in a supportive and innovative team culture.
- Qualifications: Must have a 2.1 degree and experience in customer service or IT support.
- Other info: Embrace a collaborative atmosphere that values hard work, community, and respect.
Societe Generale is one of Europe's leading financial services groups and a major player in the economy for over 160 years. We support 25 million clients every day with more than 126,000 staff in 65 countries. We’re looking for a Trainee Desktop Support Analyst to join the dynamic and motivated IT infrastructure teams on a digital transformation journey!
About the team:
Within the Societe Generale group, GTS (Global Technology Services) consists of several technical streams responsible for defining the technical strategy and vision for their respective disciplines. Our vision within GTS is to provide cost-effective, state-of-the-art technology services and support based on real-time infrastructure shared by our respective business lines, requiring compliance with common standards, policies, and security. The DWS (Digital Workplace Services) entity oversees the workstation (desktop and laptop computers, printing) ecosystem, collaboration tools (telephony, messaging, etc.), and associated services (user support, antivirus, etc.). Its mission is to provide the Group's employees with a fluid, mobile, secure, and intuitive digital work environment, with an optimal environmental and social impact.
Summary of Key Purposes of the Role:
- To work in a fast-paced, pressurized environment, providing desktop support to our customers, assisting them with software problems via phone or email.
- Working to set call SLA targets: meet & improve processes and look to take a proactive attitude.
- Supporting approx 2500 users at our Canary Wharf premises.
- Continual liaising with counterparts in other regions and with peers in the UK.
- Supporting a range of hardware from laptops and tablets to smartphones and IP phones.
Responsibilities:
- To provide technical support for our Digital Workplace services both remotely and in person.
- To maintain a high degree of customer service for all support queries and adhere to all service management principles.
- To achieve 70% + of incident closures within one hour.
- To take ownership of user problems and be proactive when dealing with user issues.
- To manage cases on our service management tool (currently Service Now).
- Maintain a log of any software or hardware problems detected.
- To respond to enquiries from clients and help resolve any hardware or software problems.
- Support users in the use of our Digital Workplace services by providing necessary training and advice.
- Escalate more complex calls to the relevant level 3 support teams.
- To update/create knowledge databases with new processes and fixes.
- Case Management: Ensuring Incidents and Requests are managed following the ITIL framework.
- Regular updates maintained on own cases.
- Notifying users of all progress and status.
- Following IT Security Guidelines.
- Ensure that there is a good flow of information between our clients and the support team & between the 2nd & 3rd line skill teams (Desktop support, Mail, operations & engineering team).
Profile required
Education (Essential): Educated to a 2.1 degree level. Minimum of 5 A-C’s including Maths and English.
Experience (Essential): A minimum of 1 year’s experience in a customer service role. A maximum of 1 year’s experience in a 1st/2nd line support role.
Technical (Essential): An understanding of the Windows infrastructure fundamental knowledge: server, network, Active Directory, DNS, DHCP. Windows 10 troubleshooting skills. Experience with using and troubleshooting the Office 365 suite (Teams, Outlook, One Drive, Excel, Word, PowerPoint). Basic understanding of PC hardware set-up and configuration.
Other (Essential): Excellent verbal and written communication skills. Client/Customer focused. Highly motivated and eager to learn.
Desirable: Market Data applications (e.g. Bloomberg, Reuters, etc.).
Why join us
People join for the impact they can have on us. They stay for the impact we have on them. A flatter structure offers visibility and exposure beyond that of our competitors, so you know our names, and we know yours. It’s personable, human, and inspires success through passion. By encouraging open-mindedness and a willingness to share ideas, we have adapted to market changes and thrived through innovation. Bringing words like “hard work” and “dedication” together with “community” and “respect” has enabled us to work collaboratively and build our future together. We call this Team Spirit and it’s what makes us different. It’s what makes you different.
Business insight
If you feel you have the required experience and qualifications, then please apply to the SG Resourcing Team, and we will manage your application. At Société Générale, we believe our people are our strength and are core to the success of our business. As such, we search for, recruit, and appoint the best available person on the basis of aptitude and ability, regardless of sex, marital or civil partnership status, race, colour, nationality, ethnic or national origins, pregnancy, disability, age, sexual orientation, religion, belief, or gender identity.
Trainee Desktop Support Analyst employer: SGS Société Générale de Surveillance SA
Contact Detail:
SGS Société Générale de Surveillance SA Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Trainee Desktop Support Analyst
✨Tip Number 1
Familiarise yourself with the specific technologies mentioned in the job description, such as Windows 10 and Office 365. Being able to demonstrate your knowledge and experience with these tools during your interview will show that you're ready to hit the ground running.
✨Tip Number 2
Brush up on your customer service skills, as this role requires a strong focus on client interaction. Think of examples from your past experiences where you successfully resolved issues or provided exceptional support, as these will be valuable to discuss.
✨Tip Number 3
Prepare to discuss your understanding of ITIL principles, as case management is a key responsibility. Showing that you can manage incidents effectively and understand the importance of service management will set you apart from other candidates.
✨Tip Number 4
Network with current or former employees of Société Générale if possible. They can provide insights into the company culture and expectations, which can help you tailor your approach during the interview process.
We think you need these skills to ace Trainee Desktop Support Analyst
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience, especially in customer service and technical support roles. Emphasise any experience with Windows infrastructure, Office 365, and troubleshooting skills.
Craft a Strong Cover Letter: Write a cover letter that showcases your motivation to join Societe Generale. Mention your understanding of their mission and how your skills align with the role of Trainee Desktop Support Analyst.
Highlight Technical Skills: In your application, clearly outline your technical skills related to the job description, such as knowledge of Active Directory, DNS, DHCP, and Windows 10 troubleshooting. Use specific examples to demonstrate your expertise.
Showcase Communication Skills: Since excellent verbal and written communication skills are essential for this role, provide examples in your application that illustrate your ability to communicate effectively with clients and team members.
How to prepare for a job interview at SGS Société Générale de Surveillance SA
✨Show Your Technical Knowledge
Make sure to brush up on your understanding of Windows infrastructure, including server, network, Active Directory, DNS, and DHCP. Be prepared to discuss your troubleshooting skills with Windows 10 and the Office 365 suite, as these are crucial for the role.
✨Demonstrate Customer Service Skills
Since this role involves providing desktop support, highlight your experience in customer service. Share examples of how you've successfully resolved user issues in the past and maintained a high level of customer satisfaction.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving abilities. Prepare to discuss how you would handle specific technical issues or customer complaints, showcasing your proactive attitude and ownership of user problems.
✨Emphasise Your Willingness to Learn
The company values motivated individuals eager to learn. Be ready to express your enthusiasm for technology and your commitment to continuous improvement, as well as any relevant training or certifications you may have pursued.
