Desktop Support Engineer, West End, London. £35,000

Job Description: Risk analysis and DR planning and procedures with regards to the businesses you support. Perform basic troubleshooting and diagnosis for issues using technical resources and monitoring tools available. Take ownership to investigate and troubleshoot issues, including tracing root causes, fixes and preventing a reoccurrence. Produce new and maintenance of existing documentation. Proactive housekeeping procedures. Respond to outages and other service-related activities. Ability to run a major incident process including tasking colleagues and notification for the 3 sites you are responsible for. Maintain a high degree of industry exposure and education in an effort to keep abreast of current technology and applications. Monitor and report KPI’s to your direct reports. Other duties as assigned.

Key Responsibilities:

• Provisioning of new users with agreed IT and telecommunications equipment.
• Creation of both Active Directory and email accounts.
• Build robust processes for maintaining a secure environment by use of patch management tools.
• End user software/application support and troubleshooting, including client operating systems, Microsoft Office products, banking applications, Intranet and other 3rd party software.
• Network support and troubleshooting, including cabling, switches and WAN connectivity.
• Backup and restore strategy inclusive of annual testing.
• Desktop and laptop hardware refresh program.
• Ensure that the London offices maintain effective IT systems with minimum downtime and disruption.
• Introduce an IT Service Desk to the London offices.
• Provide knowledge and training to end users of internal IT systems.
• Participate, in conjunction with the wider division IT Management, the IT strategy for business improvements and continuity.
• Manage and maintain the usage and distribution of the mobile phone equipment and liaise with the network provider for connectivity issues.
• Manage the vendor providing VoIP telephone services.
• Manage the vendor providing printer and photocopier usage and maintenance.
• Support and participate in the business remaining GDPR compliant.
• Provision of secure shared folders.

Experience Required:

• Experience of Microsoft products.
• General IT support with an appreciation of end to end process and infrastructure involved in a company using enterprise IT.
• Exposure to an IT service desk or IT support team with demonstrable and successful outcomes.
• Experience of IT service management and support.
• Troubleshooting of back office infrastructure such as Active Directory and Email (Exchange, O365).
• Ability to plan and manage software upgrades and migrations from older platforms.
• Ability to assist in ensuring all IT related legislation and licensing laws are adhered to.
• Ability to assess and evaluate new products that may be useful or enhance the business systems.
• Ability to provide input to accounting function for budgeting and actuals reporting.
• Third party supplier management and monitoring of services delivered.
• Must demonstrate accountability, sound decision making, priority setting and analytical thoroughness.
• Problem Solving and Analysis.
• Customer focused, business priority driven.
• Maintains policies, procedures and standards.