Senior Desktop Support Technician

JR United Kingdom; London; On-site; GBP 30,000 - 45,000; Full time

Job summary

A leading global independent investment banking advisory firm is seeking an on-site Desktop Support Engineer in London. The role involves providing technical support across the London and EMEA offices, ensuring a seamless IT experience for clients, particularly in an agile ITIL environment. The ideal candidate will have proven experience in desktop support and a proactive approach to IT management.

Qualifications

• Experience supporting C-suite clients in an ITIL environment.
• Ownership of issues throughout their lifecycle.
• Experience with incident, request, and problem tracking software.

Responsibilities

• Handle IT hardware incidents for internal end users.
• Perform advanced troubleshooting and resolve problems.
• Support video conferencing systems and manage hardware asset lifecycle.

Skills

Technical support

Troubleshooting

Customer service

Communication

Proactive IT management

Education

Proven experience as a Desktop Support Engineer

Tools

ServiceNow

MS Teams

Zoom

Citrix

LANDesk

Job description

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 top-tier customer service. Experience supporting C-suite clients in an agile ITIL environment is preferred. We are looking for a self-starter who demonstrates proactive IT management.

Main Responsibilities

1. Handle IT hardware incidents and tasks for internal end users (primarily Lenovo/Apple).
2. Perform advanced troubleshooting, diagnose, and resolve problems, including repairing or replacing parts, and deploying temporary equipment as needed.
3. Provide printer support and configuration.
4. Procure and configure EUC hardware.
5. Manage hardware asset lifecycle and refresh (CMDB).
6. Support video conferencing systems.
7. Collaborate with internal support teams and external providers to resolve issues across EMEAPAC.
8. Possess high-level knowledge of hardware, software, security, networks, storage, and some understanding of Service Desk processes.
9. Experience with problem and change management processes.
10. Contribute to process and procedure improvements.
11. Extensive experience with ServiceNow ITSM, including incident, request, and CMDB management.
12. Guide users on software and hardware operation.
13. Identify procedural gaps and update documentation accordingly.
14. Coordinate with the Front of House team for room setup and scheduling.
15. Propose innovative ideas to enhance operational quality.

Education and Experience

• Proven experience as a Desktop Support Engineer or Support Technician in a corporate setting.
• Support experience with 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.
• Proficiency with reporting tools such as ServiceNow, Excel, Power BI.
• Energetic, motivated, organized, and self-driven.
• Excellent oral and written communication skills.

Essential Technical Skills

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

Desirable but Not Essential

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