2nd Line Service Desk, ITIL, Automation of tasks, PowerShell...

This is a London role, located close to Bond St, Tube. Is a permanent role (more details below)

This role will be based five days per week in great offices with a supportive team, access to cafés, bars and all onsite facilities as well.

Rostered basis. Hours are 8:00am - 4:30pm and 10:00am - 6:30pm

You will be a central point of contact for technical support services, owning the coordination of responses to incidents and requests along with customer related engagement. Your key responsibilities will be to:

• Maintain the Service Desk function which customers will access for all their technology service requests, incidents, and queries (over 1000 users, two service desks, team of 8 excluding manager)
• Ensure details are captured and recorded in the Service Management call logging system and prioritised accordingly (Service Desk Systems Documentation)
• Track, update and manage calls through to resolution, escalating when necessary (eg performing a functional escalation, linking to a problem record or change record)
• Monitor and manage call queues, ensuring incidents and requests are addressed within agreed service level targets
• Verify customer satisfaction before resolving incidents and requests
• Provide desk side and meeting room services, liaising with colleagues and customers to ensure effective communication, escalation, and knowledge sharing
• Maintain a technology asset database and Digital Services catalogue
• Execute scheduled system checks to ensure desktop software is up-to-date and at the required standard
• Liaise with Service Desk Management, ensuring they remain updated regarding incidents that require escalation or further attention
• Pro-actively identify opportunities for automation to minimise repetitive tasks and enhance productivity across the firm
• Submit improvement ideas into a continual service improvement register, implementing those that are approved either individually or as part of a team
• Carry out in-depth analysis of incidents and problems involving planning, testing and implementing fixes or workarounds
• Carry out project work either individually or as part of a team as directed

What skills and experience will you need?

At least one-year continuous IT Service Desk experience

• Demonstrable knowledge and experience with:
  - ITIL concepts and their application ITIL concepts and their application
  - Enterprise service management toolset
  - Remote support tools
  - Windows 10-11, Microsoft Office 2016 and Office365 (customise ribbons etc.)
  - Desktop hardware and printer troubleshooting and support
  - Laptop builds and upgrades
• Foundational knowledge and experience supporting:
  - IT networking concepts in an enterprise environment
  - Backup and disaster recovery solutions and concepts
  - Active Directory and Azure Active Directory
  - Office365 Admin suite

Salary - Competitive

• 26 days annual leave (pro-rata for part-time working) plus bank holidays (most of which can be taken flexibly!) with options to buy & sell holiday
• Private medical insurance
• Discounted gym memberships, critical illness and dental insurance through our flexible benefits
• Eye care vouchers
• Cycle to work scheme
• Digital GP services

For your wealth:

• Competitive pension scheme
• Discretionary bonus scheme
• High street discounts