IT Support Technician

Natixis; Greater London; On-site; GBP 30,000 - 40,000; Full time

Job summary

A financial services company in Greater London seeks an IT Support professional to provide first and second level technical assistance to users. The role involves maintaining compliance with IT security policies, supporting desktop equipment, and producing incident reports. Ideal candidates will have experience in desktop support and strong troubleshooting skills, alongside the ability to collaborate with global IT teams. The position offers opportunities for efficiency improvements and user guidance.

Qualifications

• Experience providing first and second level technical support.
• Strong troubleshooting abilities in desktop support.
• Ability to maintain documentation and procedures.

Responsibilities

• Provide first and second level technical and user support to all UK staff.
• Assist in incident reporting and compliance with security policies.
• Liaise with IT department to ensure smooth operations.

Skills

Technical troubleshooting skills

Good people skills

Ability to analyze trends

Good organization skills

Education

Relevant IT certifications

Tools

Helpdesk software

Desktop applications

Job description

Job Description

Decision Making

• The job holder will be expected to make recommendations regarding the helpdesk structure and service provided to users
• Regular Stock checks and suggestions on equipment ordering

Reporting

• Responsible for assisting in the production of a monthly help desk report
• Responsible for the production and follow up of incident reports
• Responsible for the completion of Level 1 Security Controls in the IT Support perimetre
• Other progress updates to immediate management as deemed necessary.

Review of Work

• Annual and Semi annual review with the Manager Leader – Head of IT Production
• Regular liaison with Manager Leader – Head of IT Production
• Monthly one to one with Manager Leader – Head of IT Production

All actions where appropriate to this position must be compatible with Natixis carrying out business in accordance with the FSA Principles for Business which are available on the FSA website and detailed in the Natixis UK compliance manual.

Responsible for co-ordinating the activities of the helpdesk function with other systems areas, particularly NT / Windows and System administration. In addition, this function also covers the desktop support function which captures individuals responsible for providing generalist technology infrastructure support to a specific unit (example Trading Floors).

• Provision of first and second level technical and user support to all UK Natixis staff (including UK Subsidiary companies abroad). Including trade floor desktop support.
• Maintain and improve the chosen helpdesk solution
• Help to design, support and deliver the appropriate procedures
• Identification of opportunities for efficiency improvements / cost savings in IT equipment.
• Ensure documentation, policies and procedures are up to date.
• Support and maintenance of all desktop equipment and applications
• User assistance and guidance
• Analysis, problem solving and escalation (if / when) necessary
• Working with other members of IT department in London and liaising with worldwide IT departments
• Assist in the creation and maintain disaster recovery implementation and documentation working closely with security and disaster recovery responsible persons.
• Regular updates of systems and applications (Security / Patches)
• Analysis of help desk calls prioritise as necessary
• Identify areas of operational risk
• Follow branch compliance rules
• Follow Natixis Group IT Security policy
• Monthly IT Support KPIs, Level 1 controls and Support team procedure documents
• Detailed Incident reports and Change Control documentation
• Regular updates to immediate Team leader, Head of IT Support.
• Previous Desktop Support experience, with in depth troubleshooting skills and abilities.
• Working in an financial environment (an advantage, but not prerequisite as long as technical skillset is to the required level)
• Leading by example and self driven
• Good global knowledge in the IT field (Printers, Mobiles etc)
• Good people skills (able to deal with range of users at all levels)
• Able to identify potential problems before they arise and take corrective action
• Ability to analyse trends and estimate future needs
• Ability to make well thought out and recommendations based on sound conclusions
• Good organisation skills
• Willingness to learn
• Ability to follow Natixis code of conduct

Required Skills / Qualifications / Experience

To work as part of a dedicated IT Support team providing first and second level support and guidance to users of all decentralised IT equipment and services. Key Role :

• To provide first and second level support and guidance to users of all decentralised IT equipment and services including trade floor
• Support, roll out and maintenance of all desktop equipment
• User assistance and guidance
• Application of security updates
• Regular hardware and software audits
• Analysis, problem solving and escalation if / when necessary
• Completion and maintenance of all relevant documentation
• Working with other members of IT department to provide technical assistance when required.