Service Specialist – Employee Technology Support

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

Job summary

A leading technology firm in Greater London is seeking a Service Specialist for Employee Technology Support to provide high-quality 2nd and 3rd line support across various platforms. The ideal candidate will possess technical knowledge and strong problem-solving skills, emphasizing employee productivity. Responsibilities include managing escalated support issues and contributing to service improvements through collaboration and automation. This role offers an engaging environment within a globally recognized firm.

Benefits

Continuous professional development

Collaboration with a global team

Qualifications

• Passion for technology and enhancing the employee experience.
• Experience with root cause analysis.

Responsibilities

• Provide Service Desk, Desktop and Mobile escalated support.
• Identify automation and efficiency opportunities.
• Contribute to and use the knowledge base.

Skills

Broad technical knowledge of Service Desk, Desktop and Mobile support workflows

Strong problem solving skills

Effective communication skills

Ability to work in a fast-paced global environment

Education

Degree in Computer Science, Networking, IT Security or similar

Tools

Cisco

Slack

Python

PowerShell

Job description

Service Specialist – Employee Technology Support

Location

London

Business Area

Engineering and CTO

Ref #

10048278

Description & Requirements

The Employee Technology Support (ETS) team is seeking a Service Specialist to deliver high-quality 2nd and 3rd line support across Windows, Mac OS, desktops, laptops and mobile devices. You will partner with Service Desk, Technician and Mobile teams as the primary escalation point for complex issues. You will also support problem management and assist with maintaining key infrastructure tools and collaboration spaces, whilst maintaining strong relationships with key stakeholders and business partners.

Mission

To deliver excellent employee-centered technology support that improves how people work, through responsive service, trusted collaboration, and continuous improvement.

What You'll Do

• Provide Service Desk, Desktop and Mobile escalated support
• Deliver support that prioritises employee productivity and experience
• Follow globally defined ETS workflows for incidents, requests, problems, and changes, ensuring consistent and reliable service delivery
• Use dashboards and internal tools to prioritise and manage workload
• Drive first time resolution and high-quality ticket handling
• Identify automation and efficiency opportunities
• Contribute to and use the knowledge base; identify gaps and partner with Knowledge Management team
• Use enhanced access across AD, SCCM, Citrix, PaperCut, StreamLine, vSphere, O365, Webex, Zoom, MS Teams, Intune, Azure, CyberArk, ForeScout, ITLocate, JAMF, CUCM and related systems
• Partner with the Continuous Improvement and Product teams to drive service improvements

You’ll Need to have

• Broad technical knowledge of Service Desk, Desktop and Mobile support workflows and infrastructure
• Passion for technology and enhancing the employee experience
• Strong problem solving and time management skills
• Ability to work in a fast-paced global environment
• Regional project execution
• Focus on ownership, transparency and consistently doing what is right for our employees, team and the business
• Clear and effective communication skills
• Root cause analysis – “Chase the why”

We’d Love to See

• Degree in Computer Science, Networking, IT Security or a similar field or similar industry experience
• Knowledge of Cisco, Slack, Miro and AV support
• Familiarity with Python, PowerShell or other scripting languages
• ITIL
• CompTIA A+

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Aside from all of the work and all of the coding …