2nd Line Support

Job Overview To provide 2nd line technical support to internal employees, assisting them with problems via phone, email or onsite visits with professionalism and efficiency, maintaining a high degree of customer service. Duties and responsibilities Provide exceptional Customer service support to the business either face to face or verbally escalating to the Service Desk Manager where necessary Work towards achieving SLA targets for the service disciplines (incident and request) Prioritising and managing workload effectively, utilising ServiceNow, which may include mini projects simultaneously Take ownership of assigned incidents/requests, resolving, or fulfilling to the end Customer Ticket management, providing clear and regular updates on progress of assigned tickets through to closure Provide solution(s)/work around(s) to incidents and problems Ensure operational procedures are adhered to and, where appropriate offer recommendations for possible improvements/enhancements Knowledge management – Creation of simple knowledge articles and imparting knowledge to colleagues Carry out systems & performance monitoring Carry out trend analysis and problem management Establishing and maintaining excellent working relationships with the business and 3rd parties Installing authorised software to laptops and mobile devices Ensuring all logs for equipment (asset management) and users are maintained Review of patching and anti-virus Work with a variety of business and technical teams to enhance service Supporting users on both hardware and Software applications Laptop and mobile device build and deployments Answer 1st line calls when required Technical Skills Good knowledge of Microsoft Active Directory, O365, InTune and Azure AV / teleconferencing experience (Teams/Zoom/Cisco/Immersive) A basic understanding of networking Printing/Scanning: Multifunction / MFA / MFP / Zebra Imaging/configuring laptops and iDevices (iPhone/iPad/MacBook’s) Remote Access tools such as Bomgar and Remote Desktop Good understanding of PC hardware and software set-up and configuration Any relevant IT certification would be beneficial Provide training/mentoring to other members of the team, hands on and presentation based Other Skills ITIL v3 Foundation level is a minimum requirement Experience interacting with Senior Execs/Board level up to and potentially including the CEO Smart business attire – Attention to appearance Experience of working in the luxury fashion industry would be beneficial Conflict management skills Communication skills (written and verbal) – Must be able to clearly and concisely articulate information to all levels in a ‘layman’s’ language Attention to detail is a necessity Organised and structured working methodology Preparing documents, meeting materials and correspondence Performing basic administrative support duties, as required, to meet specific operational objectives Performing miscellaneous job-related duties as assigned by IT management Being adaptable to working extra hours to meet deadlines, as required on rare occasions Providing assistance and support to colleagues in IT-related matters Enthusiastic individual who is up for a challenge Location: Mayfair, London