It Helpdesk Technician

• Supporting the business over the summer months with a busy intake of graduates and interns.
• Ticket management, remotely and in person in the office

Client Details

My client - a reputable organisation in the Banking sector are looking for an IT Helpdesk Technician- join their site in London on an initial 6-month contract!

Description

The successful candidate for the IT Helpdesk Technician role- Banking Sector 6-month contract role will fulfil the following responsibilities:

• Monitor of unassigned queue& answer support calls
• Assist the Help Desk manager with ad hoc project work
• Ensure ticket quality is of the highest standard
• Assist in the training of new and existing IT staff
• Ensure ownership of incidents, requests, and problems from capture through to resolution while complying with SLA's and KPI's
• Ensure all incidents/requests/problems are identified, maintained/updated daily, and escalated where appropriate using the Help Desk management system
• Assist in the maintenance and development of end user facing and internal department documentation.
• Adhere to the helpdesk processes
• Identify recurring incidents and adhere to incident and problem management processes
• Identify areas of potential improvement, highlight problems, and suggest solutions to ensure continuity of service delivery
• Complete the on-boarding and off-boarding processes for new joiners and leavers
• Liaise with third party solution providers on escalated issues and keep users informed of progress
• Carry out other duties as required by the help desk manager to support the overall effectiveness of the IT Department

Profile

To be considered for the IT Helpdesk Technician role- Banking Sector contract role based in London the candidate must present evidence of the following:

Education and Experience- Essential

• 5+ years' experience on a busy helpdesk with extensive experience supporting end-users with software, hardware and network issues via phone and a Help desk management system
• Solid experience dealing with VIPS
• Experience dealing with high volumes of tickets
• Experience on a global helpdesk (follow the sun support)
• Exposure to and good knowledge of ITIL

Job Knowledge, Skills and Abilities - Essential

• Self-motivated and passionate about service delivery
• Positive, resilient, flexible and adaptive
• Excellent interpersonal and organisational skills
• Ability to handle high profile end users with professionalism and empathy
• Ability to learn new technologies and methods quickly and to communicate technical detail across all levels
• Excellent written and verbal communication skills
• Inquisitive and critical thinker who is willing and able to contribute, discuss and develop new ideas
• General interest and savviness in technology
• Strong troubleshooting and information gathering skill
• Appreciates importance of process and structure and be able to demonstrate this
• High sense of urgency and excellent prioritisation skills
• Extensive experience dealing with challenging customers and high pressure situations

Essential Technical skills

• Use and intermediate troubleshooting of Microsoft Windows 10
• Use and intermediate troubleshooting of Microsoft Office 2016-Office 365
• Intermediate account and group management in Active Directory, and MS Exchange
• Experience/good understanding of mobile device management (MS Intune preferred)
• Experience and good understanding of systems management tool (LANDESK preferred)
• Reinstalling Operating Systems with imaging software
• Good understanding of two-factor authentication
• Use of Excel to generate and manipulate data with experience of pivot tables and formulas
• Usage of IT Service Desk software to track incidents, requests, and problems (preferably ServiceNow)
• Voice system administration; support, provisioning, and troubleshooting (Avaya desirable)
• Using Antivirus and malware software to clean PCs
• Troubleshooting mobile devices (iOS and Android)
• Video Conferencing setup and troubleshooting (Teams, Zoom, BlueJeans & AV hardware)
• Experience installing and troubleshooting conference phones (Analogue & IP)
• Experience with virtual environment technology (Citrix)
• Good understanding of networking

Desirable but not essential

• Financial industry experience/similar
• Office relocation/desk move experience
• CompTIA or O365 certifications
• Security certifications
• French, German, Spanish, Arabic language skills
• Understanding of Group policy design, management and implementation
• Experience using ServiceNow
• ITIL Foundation

Job Offer

• ASAP start date
• 6 month contract
• Day rate £210- 240 inside IR35
• On site support in their central London office working for a leading investment bank
• Ocassional wfh days weekly