Deskside Technician

Stefanini, Inc; London; On-site; GBP 30,000 - 50,000; Full time

Job summary

An established industry player is seeking a Level 2 IT Support Technician to join their dynamic team. In this role, you'll be the face of IT, providing exceptional deskside support for clients in a fast-paced financial environment. Your responsibilities will include troubleshooting desktop issues, managing tickets, and collaborating with international teams to ensure top-notch service delivery. This is a fantastic opportunity to develop your skills in a vibrant, multicultural workplace while contributing to a company with over 35 years of global IT service experience. If you're passionate about technology and customer service, this role is perfect for you!

Benefits

Competitive salary and benefits package

Private health scheme

Training programs

Personalized career path

International exposure

Qualifications

• Proven track record in client support within a financial environment.
• Strong ability to prioritize tasks and issues effectively.

Responsibilities

• Provide deskside IT support for Windows and MAC clients.
• Collaborate with global support teams to troubleshoot issues.

Skills

Customer Service Skills

Technical Troubleshooting

Communication Skills

Organizational Skills

Analytical Skills

Ability to Multi-task

Flexibility

Tools

BLK Ticket Management System

BLK Tools

Job description

The Level 2 Team is considered the face of IT and for our clients the window to the wider technology groups. Its responsibilities lie predominately in resolving BAU tickets created by the Level 1 Team and reacting to escalations. Individual team members will attend a clients' desk to provide best-in-class technology support or use remote tools to assist clients in remote offices or who are working from home. Excellent communication and customer service skills are essential along with strong technical troubleshooting abilities.

Please note this is a 6 month fixed term contract

Responsibilities:

• Provide swift and professional deskside IT support for both Windows and MAC
• Perform on-site analysis, diagnosis, and resolution of desktop problems for clients, recommend and implement corrective solutions
• Install, configure, test, maintain, monitor, and troubleshoot client workstations, mobile devices and related hardware or software in order to deliver required deskside service levels
• Utilize the BLK ticket management system to record, update and resolve tickets from the Helpdesk
• Collaborate with other support groups across global locations to help troubleshoot client issues
• Utilize BLK tools for building, monitoring and troubleshooting client devices
• Participate in Disaster recovery testing exercises
• Upholding procedures for logging, reporting, and statistically monitoring desktop operations
• Write technical support and client documentation in form of Knowledgebase articles
• Meet or exceed expected customer service levels
• Other duties as assigned by the Level 2 Support Manager

Job Requirements:

• Excellent proven track record supporting clients in a financial environment
• Excellent proven customer service based approach
• Proven ability to prioritize tasks and issues according to the business impact
• Good written and verbal communication skills
• Able to work in a high pressure environment
• Strong organizational and analytical skills
• Ability to multi-task and work under pressure
• Ability to work autonomously and within team
• Flexible and proactive with a "will do' attitude
• Takes responsibility and follows through on issues to closure and root cause resolution
• Demonstrable desire to achieve

The preceding job description had been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties and responsibilities required of employees assigned to this job.

What we offer:

• Competitive salary and benefits package including monthly absence free bonus;
• Private health scheme including Private Medical, Dental, Optical and Holiday Travel Insurance that are applied according to company policy;
• Opportunities to learn and develop: training programs;
• Personalized career path within the organization;
• Exposure to an international environment as part of a multicultural team spread across Europe.

Diversity & Inclusion:

Here at the Stefanini Group, we value plurality and equity, regardless of race, sexual orientation, disability, age, ancestry, religion, gender, and nationality. We understand and encourage the importance of being you!

About us:

We are a Brazilian company with over 35 years of experience in delivering IT services worldwide, ranging from IT outsourcing to application development or IT staffing. We have a direct presence in 41 countries, through our 70 offices located throughout the world. We have managed to become the preferred partner of many small-to-midsize local and regional companies as well. Most of our clients come from industries such as financial services, manufacturing, telecommunications, chemical, services, technology, public sector and utilities.

Stefanini has career opportunities locally and around the world for professionals interested in a vibrant, passionate, team-oriented workplace. If you are a customer-centric person with a "get it done" attitude, come over for coffee and a talk on your future career with us! Learn more about us on www.stefanini.com and join us on LinkedIn, Facebook and Instagram where we regularly post insights from our colleagues.

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