Responsibilities
- Deliver level 1 and 2 technical support across Windows/macOS, Microsoft 365, mobile devices, AV and meeting room technology to walk-up users.
- Deliver level 2 technical support across Windows/macOS, Microsoft 365, mobile devices, AV and meeting room technology to remote users.
- Troubleshoot hardware, software, account and configuration issues and escalate to senior Support Bar Analysts where required.
- Support Joiners, Movers and Leavers processes with device builds/wiping, imaging, deployments and basic Active Directory administration tasks.
- Log and manage tickets accurately in ServiceNow, ensuring SLA adherence and correct prioritisation.
- Contribute to knowledge articles and documentation to improve team capability, Service Desk and Automation coverage.
- Maintain stock levels, assist with asset management/CMDB record accuracy and support shipping and procurement activities.
- Ensure proactive coverage of the Support Bar and maintain high standards of customer service at all times.
- Demonstrate consistently professional engagement with users with frequent updates.
- Work collaboratively with global teams and support remote site activities where required.
- Develop towards being main point of contact (Office Champion) for remote sites.
Requirements
- A passion for technology and a strong customer service mindset.
- Solid time management and organisational skills.
Nice to Have
- Exposure to enterprise IT environments and basic ITIL understanding would be advantageous but not essential.
Work Arrangement
On-site — London
Additional Information
- This position is based in our London office five days per week.
- Some European travel may be required as part of developing into the role of Office Champion for remote sites.
