Job Description
Job DescriptionGeneral Tasks
• Provide 1st & 2nd level Infrastructure support of all incidents and service requests of all IT systems/services.
• IT Infrastructure support via remote control, telephone, and deskside support
Provide floor walking support to the firm on a rotating basis and log all incidents and requests that arise through floor walking
• Support international offices with equivalent services
• Participation in an On-Call rota for out of hours and holiday support
• Accurate ticket logging of all IT incidents and service requests whilst managing individual ticket queue within the Service Management solution
• End to end ownership of all IT tickets including being responsible for all communication and the technical resolution
• Follow the escalation process to ensure a consistent and professional IT support service is offered to the firm
• Carry out Root Cause analysis to understand why an issue occurred and create applicable knowledge base articles that are beneficial to the Engineering Team & the user population.
• Manage all end user administration for onboarding/offboarding requests etc
• Participate in time sensitive Projects either individual or as part of a Team.
• Communicate upcoming Firm-wide IT initiatives to user population.
• Management and support of mobile devices, laptops, remote working, user administration
• Monitoring and Support of Firm Events (internally and externally)
• Planning and initiating connection to international offices via Zoom video conferencing systems for meetings and interviewsPC Desktop - Workstation, Active Directory, Desktop Hardware, MS Windows 10, Desktop Imaging