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Executive IT Support Specialist

Henderson Scott
Job LocationLondon
EducationNot Mentioned
Salary50,000 - 55,500 per annum, OTE
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent , full-time

Job Description

Executive IT Support SpecialistLondon based global insurance company are recruiting for a senior IT Support analyst to work exclusively with the companies senior stakeholders and VIPs. This role requires candidates to have excellent technical experience across windows and mac environmentsas well as demonstrable experience supporting senior management and executives.Key Responsibilities:

  • First point of contact for all high priority Incidents and requests for executives and senior management.
  • IT support, inc over 500+ VIP users globally, maintaining an excellent standard of support.
  • Building relationships with existing and newly on-boarded executives and their PAs.
  • End-to-end management of all support tickets via our service management tool (ServiceNow).
  • Advanced troubleshooting and root cause analysis to avoid reoccurring issues.
  • Liaising with and delegating tasks to relevant technical teams for escalation.
  • Supporting the Desktop team lead and escalating support issues to IT Support Manager where necessary.
  • Mobile device support and advanced troubleshooting skills (Apple & Android technologies).
  • Active Directory Users and Computer administration.
  • Microsoft product support (Windows 10, Office 2016/365).
  • Basic MAC OS X support.
  • Basic network troubleshooting skills.
  • Participate in ad-hoc support requests, Desk moves, Desk side support and home visits.
  • Potential for travel to global office locations to support senior executives during business critical conferences/meetings.
  • Supporting the business during core hours 8am to 6pm (Mon-Fri).
  • Potential for weekend support and out of hours support where necessary.
Required Skills
  • An understanding of the importance of excellent customer service and a "can do" attitude.
  • Excellent communication skills, both written and verbal.
  • The ability to interact confidently with senior management, clients and colleagues.
  • The ability to work very well in a team environment.
  • The ability to think logically and remain calm under pressure.
  • Strong prioritisation skills and ability to follow process.
  • Patience and empathy when dealing with customers and colleagues.
  • Effective problem solving skills based on clear reasoning and sound rationale.
  • Tactful, diplomatic and able to thrive in an ever-changing environment.
  • Ability to work pro-actively, under pressure and independently with minimal direction.
  • A good understanding of mobile devices, such as Apple smartphones and tablets.
  • Strong background in Microsoft products, Microsoft Office and Windows versions.
  • Familiarity and comfort in using web conferencing, collaboration tools and applications such as Microsoft Teams, Zoom, WhatsApp, Cisco Webex etc.
Knowledge and Experience
  • IT industry experience
  • Microsoft Windows 10
  • Microsoft Office 2016 & O365
  • Microsoft Teams
  • Video Conferencing Technologies
  • Apple OSX/Apple Mobile
  • Active Directory
  • Mimecast
  • ITIL Best Practice
  • Remote Support Tools
  • Incident, Request, Problem and Change Management
  • Knowledge of administrative and clerical procedures
Professional QualificationsRelevant professional IT qualifications
  • ITIL Foundation V4
Executive IT Support Specialist

Keyskills :
Active DirectoryCommunication SkillsExchangeWindows ServerExecutive Support

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