2nd Line IT Support, Desktop Services

Are you looking for a rewarding career in IT support? You will provide 1st and 2nd line IT Technical Support, under general supervision, to Travelers UK staff. Ensures that customers have optimum use of corporate IT Systems, with specific responsibilities for all Core Systems, Personal Computers and Peripherals for the Travelers UK offices, so that the business can gain maximum effectiveness from the tools provided. This role does not manage others.

If this sounds like the opportunity for you, apply today and take the next step in your IT career. Travelers Europe currently offers flexibility to employees who wish to work on a hybrid basis in accordance with our Hybrid Work Arrangements Policy. This entails full time employees working three days a week in the office and two days at home (or pro rata for part-time employees). This policy may be changed at the Company’s discretion.

What Will You Do?

• Working as part of the IT Technical Support team, assist with the day to day support of the Travelers PC desktop and supporting systems, and carry out any IT related requests, as instructed by the support manager.
• Assist with the support for all PC hardware, laptops, printers, scanners, Mobile and PC based applications such as Microsoft Outlook and MS Office.
• Work with third parties and pass calls to other teams within IT when required.
• Utilise the IT Service Desk system effectively for the logging and tracking of incidents and requests within set SLAs.
• Carry out internal moves and setup of presentation equipment for meetings as requested by business users in the IT Service Desk.
• Any other reasonable duties.

General Responsibilities:

• Complying with Travelers Companies Code of Business Conduct and Ethics and HR policies and procedures.
• Ensuring adherence to Travelers Companies' Business Excellence Policy and procedures and delivering high quality service to our brokers and customers in line with our service standards.
• Handling complaints in accordance with Company guidelines and your personal authority.
• Complying with FSA (including TCF where appropriate), Irish Financial Regulator and Sarbanes Oxley guidelines.
• Working as a team with colleagues within the Company.
• Developing strong relationships with our key supporting brokers and customers.
• Communicating knowledge of his/her actions to his/her manager and colleagues and to consider their impact on other technical, operational, sales and financial disciplines when formulating those actions.
• Adhering to the Company's Environmental Policy and procedures.
• Keeping adequate records of all transactions undertaken with our brokers and customers.
• Continually looking for improvement both from a personal and business perspective.
• Perform other duties as assigned.

What Will Our Ideal Candidate Have?

• Experience in the financial sector.
• Broad technical knowledge, specifically in Microsoft Office.
• Excellent written, oral and interpersonal communication skills with high standards for customer service.
• Proactive, self-starter personality - having the ability to initiate, conduct and direct investigation into IT infrastructure and service issues.
• Ability to prioritise and execute tasks in a high-pressure environment and make sound decisions in emergency situations.
• Customer facing skills.
• Must possess technical experience in a production support operation.
• Demonstrates technical proficiency for relevant products, tools and/or processes across the role disciplines.
• Able to execute routine and complex problem diagnostics, incident and/or problem management, change implementation, product installation, hardware and software support.
• Ability to develop strong working relations with all customers.
• Possess a working knowledge of both the business area and IT as it relates to job responsibilities.
• Must be able to implement solutions relating to technical problems and deficiencies with minimal direction from management.
• Must be able to solve complex problems from a broad range of disciplines.
• Must be familiar with incident, problem and change management processes and escalate problems according to established procedures and timelines.
• Seeks and offers ideas or new ways of doing things that will provide added value to existing company processes.
• Candid collaboration and communications.
• Good written and oral communication skills.
• Works well in a team environment.
• Speed and flexibility. Adapts well to change while maintaining focus on achieving quality results.
• Must be able to handle new and/or shifting priorities.

What is a Must Have?

• Prior experience with customer facing, end user Technology support.