Senior IT Service Desk Technician

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Senior IT Service Desk Technician

Application Deadline: 31 May 2024

Department: IT

Employment Type: Permanent

Location: London

Description

Contract type: Permanent
Hours: Full-time, 37.5 hours per wek

Salary: circa GBP 41,000 depending on experience

Location: Canary Wharf

WFH policy: Employees are required to attend the office 2 days/week

Flexible working: Informal flexible work patterns subject to line manager discretion including a 9-day fortnight.

Visa sponsorships: LCCC does not sponsor visas currently so you will need to hold a valid UK passport or a valid visa to work in the UK.

Reports to: IT Service Operations Manager
Deadline Note: We reserve the right to close the advert before the advertised deadline if there are a high volume of applications.

Role Summary:The role of Senior IT Service Desk Technician is to support the IT Operations manager in the provision of day-to-day end user IT services to the organisation. This covers all areas of 'business as usual' IT services such as providing hardware, setting up new users, dealing with staff changes and dealing errors and problems. This is managed through the service desk system (currently Jira Service Management) and falls into two categories, incidents, and service requests.

The role will work with their manager to resolve incident and service request calls logged in the service desk system as well as ad-hoc requests (which need to subsequently be logged) and support work related to projects. They will work closely with the rest of the IT team escalating to the relevant role where necessary to provide the best service possible for end users. This will be done in line with LCCC policies and procedures.

They will work directly with users face-to-face and remotely to resolve issues as well as working with 3rd parties when relevant. The role will work on standard request and processes to ensure that all users receive a high-quality service.

Key Responsibilities

• Incident and Service Request Management: Responsible for managing and resolving escalated incidents and service requests from other service desk team members, ensuring timely and effective resolution to minimize business impact and downtime.
• New Application and Software Roll-out: Collaborate with the IT team to support the roll-out of new applications or infrastructure, including participating in testing and evaluating new technology and ensure the BAU operations are in place to support the application.
• Key SAAS Productivity Tools Support: Take ownership of application support for key SAAS (Software as a Service) productivity tools, such as Atlassian, Salesforce, and DocuSign, including supporting new implementations and development in collaboration with the IT Operations Manager, to enhance productivity and efficiency across the organisation.
• Provide technical support for IT projects undertaken by LCCC, ensuring timely and successful completion of projects to achieve organisational goals and objectives.
• Administration of IT Services: Responsible for the administration of LCCC IT services, including Active Directory, user account/email account set up and modification.
• Asset Management: Responsible for Windows laptop gold build for new or re-built devices, the asset management of equipment, including mobile phones, computers, and peripherals, ensuring accurate tracking, maintenance, and compliance with organisational policies.
• Service Desk Management Support: Act as support for the IT Operations manager and deputise when needed, providing leadership and guidance to the service desk team.
• IT Team Support and Training: Provide suitable support to the rest of the IT team in their specialist areas and provide training as needed, to enhance the skills and capabilities of the IT team, contributing to the overall success of the IT department and the organisation. Identify opportunities for service improvement and recommending solutions to enhance service quality.
• Additional Duties: Perform other duties as assigned by LCCC, commensurate with the role and organisational needs, demonstrating flexibility and adaptability in supporting the overall IT operations.

Skills Knowledge and Expertise

Essential:

• ITIL V4 certified.
• At least 5 years experience working in an IT service desk.
• Excellent knowledge of Microsoft products including all office applications and server operating systems, including Office 365, Azure and AWS.
• Experience in building and configuring Atlassian solutions.
• In depth understanding of setting up and maintaining PCs, servers, software systems, and other hardware and peripherals.
• Confident, proactive character, with the ability to manage stakeholder relationship.
• Good analytical problem-solving skills, self-starter with the ability to highlight, manage and resolve operational challenges.
• Excellent written and verbal communication skills.

Desirable:

• Supporting Procurement initiatives and vendor management.

Employee Benefits

As if contributing to and supporting work that makes life better for millions wasn't rewarding enough, we offer a full range of benefits too. Key benefits that may be available depending on the role include:

• 25 days' annual leave and bank holidays
• Recognition schemes allowing colleagues to say thanks
• Company contribution to your pension scheme
• Family friendly policies, including enhanced company maternity/paternity and shared parental benefits
• Employee assistance programme for free, confidential support for your professional or personal life, including financial management and family care
• Special leave such as study leave, sabbatical or public duties
• Three days paid leave a year for volunteering to support your local community
• Season ticket loan scheme to support your commute
• Access to "Work Perks" offering deals, discounts and cash back on your purchases
• Family savings on days out and English Heritage or gym discounts through our partners.