IT Support Specialist

Job Description

Key Accountabilities

• Supply Technology Desktop and Infrastructure Services and Support for the UK offices working alongside the UK 360 Team.
• Work in alignment with the UK 360 team providing the highest quality of service and meeting relevant SLAs and KPIs.
• Provide support to existing 1st and 2nd line 360 (desktop support) teams assisting to efficient and satisfactory resolution. Take ownership of complex cases through to resolution.
• Act as primary contact for IT systems based in London but supported by global teams based in other locations. Services include but not limited to networks, telephony and printing.
• Continual Service Improvements through ongoing analysis of UK 360 activity providing service training and technical development for the UK based 360 team.
• Manage support funded project activities for the UK remit ensuring correct costs and resources are applied to meet agreed delivery specifications.
• Enhance self-help services for end users using self-help portal, knowledge database, and onsite training.
• Maintain adequate and accurate documentation on procedures, standards, desktop and server equipment inventory, etc
• Security.
  • Responsible to follow the company guidelines / regulations to ensure company data is held in a secure manner, including electronic access or in written format.
  • any security issues or potential security breaches must be raised with his or her manager to ensure any potential issues can be secured.

Education/Qualifications

• Fluent English is essential

Experience

• A minimum of 3 years IT working experience in desktop support, windows server administration, preferably within a similar high demanding Investment Management organisation is requested.

Knowledge and Skills

• Desktop environment skills and office IT tools
• Understanding of IT technology
• Ability to work with people and in understanding and supportive manner
• To have a good overall comprehension of financial activities and Asset Management

CompetenciesPersonal Competencies

• Client focussed
  • To deliver added value to the Business by making improvements or suggestions on day-to-day responsibilitys area or beyond
  • Demonstrates commitment to their job and colleagues.
  • To be diplomatic and to have the capacity to work in stressful environment
  • Thinks laterally to solve problems.
  • To be able to manage their time in the most efficient manner
• Communication competencies
  • To have excellent communication skills, orally or in writing
• Team Working/Positive attitude
  • To always run an excellent team spirit and positive behaviour
  • To see changes as a sized opportunity rather than a constraint.
  • Proactive mindset, demonstrates initiative and able to work under pressure

IT Competencies

• Uses experience to share useful knowledge to the team
• Rapidly understands complex data, business issues and processes
• Technical Skill/Excellent working knowledge of
  • Microsoft environment (Operating System, Server, Active Directory, SCCM, Computer Management)
  • Office applications (Advanced Troubleshooting Skills)
  • Office365 Management (Mail, Teams, OneDrive)
  • Cloud solutions
  • Citrix Environment (Console Management, VDI & VDA)
  • Desktop & Laptop - Hardware staging and configuration
  • Printing - Hardware staging and configuration
  • LAN / Wifi network solutions
  • Conferencing Services (Audio, Video, Bridges)
  • Meeting rooms conferencing solutions (audio & video soundbar, speakerphones, etc)
  • Smart Phone and Mobile Device Management solutions
  • TOIP services
  • ServiceNow Workload Management Tool
  • An understanding of Front Office applications and Investment systems