It Helpdesk Technician

• Provide both remote support and face to face support in the office
• Ticket management, stakeholder management, supporting a busy summer

About Our Client

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!

Job 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

The Successful Applicant

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

What's on 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