Senior Desktop Support Technician

aap3; London; On-site; GBP 30,000 - 45,000; Full time

Job summary

A leading global investment banking advisory firm seeks an on-site Desktop Support Engineer in London. The role involves providing technical support across EMEA offices, ensuring high-quality service and managing IT incidents. Candidates should have experience supporting high-level clients and familiarity with ITIL practices.

Qualifications

• Proven experience in a corporate desktop support role.
• Experience supporting C-suite clients in an ITIL environment.

Responsibilities

• Manage IT hardware incidents and tasks for internal end users.
• Perform advanced troubleshooting and support video conferencing setups.
• Collaborate with internal support teams and external service providers.

Skills

Customer Service

Problem Management

Communication

Organizational Skills

Education

Desktop Support Engineer Experience

Tools

ServiceNow

MS Teams

Zoom

Intune

Citrix

VoIP

Microsoft Exchange Online

LANDesk

Job description

Business Summary

Our client is a premier global independent investment banking advisory firm, headquartered in New York with offices across North America, Europe, the Middle East, and Asia.

Job Summary

We are seeking an on-site Desktop Support Engineer to join our team in London. The successful candidate will provide technical desktop support across London and EMEA offices, ensuring a seamless IT experience and delivering high-quality customer service. Experience supporting C-suite clients in an agile ITIL environment is essential. The ideal candidate is a self-starter with proactive IT management skills.

Main Responsibilities

1. Manage IT hardware incidents and tasks for internal end users (primarily Lenovo/Apple).
2. Perform advanced troubleshooting to diagnose and resolve issues, including repairing or replacing parts, and deploying temporary equipment as needed.
3. Support and configure printers.
4. Procure and configure End User Computing (EUC) hardware.
5. Manage hardware asset lifecycle and refresh (CMDB).
6. Support video conferencing setups.
7. Collaborate with internal support teams and external service providers to resolve issues across EMEA and APAC regions.
8. Provide high-level support for hardware, software, security, networks, internet, and storage, with some understanding of Service Desk processes.
9. Apply problem management and change management procedures.
10. Contribute to process and procedure improvements.
11. Utilize ServiceNow ITSM for incident, request, and CMDB management.
12. Guide users on operating software and hardware.
13. Identify procedural or documentation gaps and work with colleagues and managers to update them.
14. Coordinate with the Front of House team for room setup and scheduling.
15. Suggest innovative ideas to improve operational quality.

Education and Experience

• Proven experience as a Desktop Support Engineer or Support Technician in a corporate environment.
• Support experience with technologies such as MS Teams, Zoom, Intune, Citrix, VoIP, Microsoft Exchange Online, LANDesk.
• Experience in creating and managing processes and procedures.

Job Knowledge, Skills, and Abilities

• Ownership of issues throughout their lifecycle.
• Experience with reporting tools like ServiceNow, Excel, Power BI.
• Energetic, motivated, and highly organized.
• Excellent verbal and written communication skills.

Essential Technical Skills

• Experience using incident and request tracking software (preferably ServiceNow).
• Intermediate Active Directory and MS Exchange management skills.
• Knowledge of mobile device management (preferably MS Intune).
• Troubleshooting mobile devices (iOS and Android).
• Understanding of systems management tools (LANDESK preferred).
• Reinstalling operating systems using imaging software.
• Understanding of two-factor authentication.
• Support and troubleshoot voice systems (Avaya preferred).
• Use antivirus and malware software to clean PCs.
• Setup and troubleshoot video conferencing equipment (Teams, Zoom, AV hardware).
• Install and troubleshoot conference phones (analog and IP).
• Experience with end-user remote access solutions (Citrix preferred).
• Good networking knowledge.
• Proficiency in Excel for data manipulation, including pivot tables and formulas.

Desirable but not essential

• Experience in the financial industry or similar sectors.
• Security certifications.
• Understanding of Group Policy design, management, and implementation.