A top global FTSE listed organization is looking for an IT Business Support Engineer to join their London HQ.
In this role you will be part of a global Digital Workplace team focusing mainly on VIP support.
The role is a 12 month contract (potentially extendable additional 6 months) based in Central London. The ideal start date will be late October / early November.
Responsibilities:
- Responsible for all IT workplace related matters, identify escalation paths through initial investigation then follow-up with appropriate IT support towers
- Install and configure laptop, desktop, other hardware and computer applications
- Provide VIP and 2nd line IT support, being the point of contact for technical escalation and extension of other support teams
- Lead technical support for off-site Executive Committee meetings
- Oversee and support the delivery of new IT services, upgrades and other IT related activities, coordinate the efforts of different teams
- Make decisions on a technical level and recommend solutions within your area of responsibility in coordination with your direct superior.
- Support the business on all client facing aspects of infrastructure including acquisition, configuration installation and/or relocations of desktops, laptops, printers, security, LAN connectivity, communication devices (IPhone, IPad's), swipe card and security cameras, video conferencing facilities, etc.
- Monitor day to day ticket queue, KPI and SLA ensuring appropriate action is taken to maintain high level of client satisfaction.
- Participate in major incident bridge, provide support as when required
- Maintain adequate supply of IT related stock and ensuring accurate record is maintain in the CMDB
- Establish a good working relationship with peers, end users and other business stakeholders
- Deliver a positive, consistent, and high-quality end user experience with customer service in mind at all times
- Provide service improvement on ways to improve the quality of the support service offered to the end users and the efficiency of the delivery of that service
- Support the Digital Workplace team in developing SOPs, technical knowledge based articles and other technical documentation applicable to your region and expertise
Skills and experience required:
- ITIL v3 or v4, or experience in ITIL based organisation
- At least 5+ years of IT Support Experience and previous experience working with Executives
- Knowledge on Microsoft application and tools: Office 365, Active Directory, SCCM, Service Now, TeamViewer and other support tools
- Excellent communication skills with both technical and non-technical staff
- Ability to prioritise and handle difficult conversations
Contact Evelina Abolina - London Office
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