Helpdesk Team Lead, It - Support, Canaccord Genuity Limited

Responsibilities

• Ensure the Helpdesk is monitored, and jobs are dealt with appropriately, and escalated if required.
• Encourage the London team communication, enhancing excellent team collaboration and work ethics.
• Supervise the work of the team and share expertise to mentor the more junior members.
• Ensure important business applications have sufficient knowledge and coverage across the team.
• Provide strong in-depth knowledge to support Active Directory (Azure/On-Prem), Microsoft Exchange (Online), Intune, Defender, Microsoft Office 365, Windows, iOS and Android devices.
• Take active part in group technical meetings (like Global Desktop) and ensure that CGL IT remains in line with Group practices and initiatives. Raise any concerns in these meetings so that issues do not sit unresolved.
• Arrange holiday and sickness cover when necessary, adjusting staff start and end times so that the business is supported for the covered hours.
• Ensuring that the IT team communicates to the business users.
• Ensure protocols and procedures are followed by the team.
• Ensure the meeting room equipment is maintained and checked that it is operational for the business.
• Overtime and travel may be required at times due to the nature of project deadlines and deliverables.
• Monitor major projects and ensuring appropriate planning and testing has been covered, ensure change controls in place covering this information.
• Provide support for remote offices.

Qualifications, Experience and Skills

• Educated to A Level or equivalent (or suitable professional qualifications.
• 6 years relevant experience in providing deskside support (ideally in Financial Services)
• Appropriate IT experience, preferably with 2 years in a supervisory role.
• Excellent verbal and written communication skills complemented by exceptional interpersonal skills;
• Ability to demonstrate a high level of discretion and confidentiality;
• Highly organised and reliable, self-starter, motivated and ambitious;
• ?Detail oriented with strong organizational skills;
• Excellent prioritization skills with the ability to excel under pressure;
• Excellent teamwork skills complemented by the ability to work well independently;
• Advanced proficiency in Microsoft Word, Excel, Outlook and PowerPoint.