1st Line Client Service Desk Specialist

Objectway; Birmingham; On-site; GBP 26,000 - 36,000; Full time

Job summary

Objectway is expanding its client service desk team in Birmingham (or London) and seeks a First Line Client Service Desk Specialist. The role focuses on incident/resquest management, proactive communication, and resolution coordination in a fast-paced, professional setting.

The successful candidate will have a IT degree, at least 1 year of client-facing service desk experience, strong English communication skills, and familiarity with ITSM tools such as Jira or ServiceNow.

Qualifications

• Degree in IT or equivalent IT-related qualification.
• 1 year of experience in a client-facing, fast-paced service desk role.
• Proficiency with Microsoft-based platforms and products; knowledge of SQL servers and hosting SaaS is a plus.
• Knowledge of Citrix, VMware and Remote Access software.
• Experience with monitoring and alerting systems.
• Experience using ITSM tools such as Jira or ServiceNow.
• Excellent verbal and written English communication skills.
• Basic understanding of ITIL principles (Incident, Problem, Change).

Responsibilities

• Managing incidents, service requests and changes to meet customer SLAs.
• Communicating with customers throughout fault lifecycles.
• Coordinating with users, resolution teams and third parties.
• Performing Level 1 incident actions and logging all incidents/requests with quality information.
• Escalating issues when necessary and monitoring progress until resolution.
• Ensuring timely closure of incidents/requests with customer agreement.
• Monitoring sources for new incidents and service requests.

Skills

Customer service

IT support

English communication

Incident management

Troubleshooting

Team collaboration

Education

Degree in IT

Tools

Jira

ServiceNow

Microsoft Office

SQL Server

Citrix

VMware

Remote Access Tools

Job description

Building on more than 30 years of business expertise, Objectway is an international wealth, banking and asset management software provider empowering clients to embrace their future challenges while providing great performance today. The Group is a future-proof technology player with a well-established track record in the financial services industry and over €100 million of consolidated revenue. The Group is a global Top 100 fintech provider (IDC ranking), whose clients include 200+ leading Wealth Managers, Banks, Asset Managers, Fund Managers, Insurers and Outsourcers in more than 15 countries. With over 800 professionals operating from Italy, UK, Belgium, Germany, Switzerland and Ireland, the Group serves clients in 4 continents, supporting approximately 100,000 investment professionals to manage more than €1 trillion in assets.

To strengthen our team in Birmingham (or London) we are currently looking for a:

First Line Client Service Desk Specialist

Your role includes

• Managing incidents, service requests and changes in accordance with agreed policy and procedures to agreed customer service levels.
• Effectively communicating with the customer during the lifecycle of a fault/ incident.
• Communicating both proactively and reactively with all users, resolving teams and 3rd parties.
• Performing the Level 1 Incident actions to all Incidents before assigning to the appropriate resolver groups. As well as fulfilling service requests as required.
• Ensuring all Incidents and Service Request logged and resolved contain good quality information within them to allow effective management and reporting.
• Ensuring that all customers receive an industry leading customer experience with each contact and any issues or complaints are escalated appropriately.
• Carrying out any agreed escalation of incidents not progressing in line with agreed Service Levels that cannot be resolved by the Service Desk and monitoring their progress ensuring feedback to the customer.
• Closing all Incidents and Requests with agreement from the customer.
• Monitoring the sources for new Incidents and Service Requests.

Requirements

• Degree in IT.
• Minimum of 1 year’s experience in a client facing fast paced Service Desk support role.
• Proficiency using Microsoft based platform and suite of products. Knowledge of SQL servers, hosting platforms i.e SaaS is an advantage.
• Knowledge of Citrix, VMware, Remote Access Software.
• Experience using monitoring and alerting systems.
• Experience using Service Desk IT Service Management tools i.e Jira, Service Now or similar.
• Excellent verbal and written communication skills in English.
• Basic Understanding of ITIL principles i.e Incident, Problem Change etc.

Personal profile

• Team player, flexible, accurate, hands-on mentality.
• Strong customer empathy.
• Eager to understand our suite of technology products.
• Customer friendly, eagerness to learn and service driven mindset.
• Willingness to work in a highly effective team to be flexible to suit business support needs.

What we offer

• Permanent employment
• A challenging and progressive position within an international work environment

What’s next

Please note that first interviews are mainly held virtually. Second or third stage might be arranged at our premises.

Candidates who are successful in the recruitment process might be asked to consent to a pre-employment screening as part of the final steps.

_ Equality Policy _

We are an equal opportunities employer and we welcome applications from all suitably skilled or qualified applicants, regardless of their race, sex, disability, religion/beliefs, sexual orientation or age.