IG’s Service Desk team are the first point of contact between end users and IT, the team are responsible for recording incidents and service requests within IG, and work to either restore service as quickly as possible, also where required, alert and / or escalate to the specialist support team.
The position requires technical troubleshooting abilities and excellent customer service skills.
Core functions include :
Triage incidents and service requests via phone, e-mail, communicator, Service Now.
Troubleshoot end user incidents and where possible resolve upon first contact.
Accurately record and document all details of the incident or service request, including categorization and priority into Service Now
The primary base of this role is to proactively work within the Kraków based Service Desk team to support the EMEA region with various aspects of the role supporting the company globally.
When incidents are raised the job holder will need to quickly determine the severity of the issue with regard to business impact and technical complexity.
This role encompasses all areas of technology used within the desktop environment including Microsoft, Apple, and a range of bespoke applications supporting both the trading desk and general IT infrastructure.
Day to day tasks will involve various aspects of UK, EMEA, and Global support including AD management, workstation application testing, deployment and maintenance, print management, patching, rollouts, video, video conferencing, as well as servers and software that support these functions where required.
Predominantly PC but also Mac support.
The successful candidate will be able to demonstrate a technical proficiency and depth of experience across desktop related technology such as : Active Directory, TCP / IP, Windows Defender, Mobile Device Management, Microsoft SCCM as well as an in-depth knowledge of the Microsoft operating system family.
Provide remote access / VPN support.
Build relationships with the escalation teams to ensure that IT-delivered services and end-user productivity goals are understood and met or exceeded.
Be an advocate for the end user to ensure he or she receives high-quality and timely service and support from the entire IT organization.
Will be able to demonstrate strong problem solving and organizational skills
Ability to work under pressure and to tight deadlines
Initiate ideas to drive service improvements and efficiencies within the team
Essential Skills and Attributes :
Eager to learn and quick to learn
Attention to detail
Excellent communication and interpersonal skills
Interest in financial products
Windows 10 desktop infrastructure within a large financial (or similar) organisation.
Active Directory administrative experience within a medium / large organisation.
Application deployment and maintenance, including testing and documentation.
Practical understanding of computer hardware and software.
Experience working with Call logging systems e.g. ServiceNow.
Experience of Java in a desktop environment
Ability to follow procedures and guidance
Understanding of the role of Service Desk in an organization
Desirable Skills :
Supporting a mobile workforce within a secure enterprise environment
Experience of general administration of Office 365 or similar
Experience of supporting directors and senior management
Microsoft System Centre Configuration Manager (SCCM) or similar enterprise software delivery & management application
Familiar with market data platforms like Reuters and Bloomberg.
Endpoint protection products e.g. Lumension.
Microsoft System Centre Configuration Manager
Windows 10 and MacOS support
Mobile Device support.
RSA Administration and VPN support.
A strong interest in computers and technology outside of work.
MCP or Network Plus
Graduate level or equivalent
The teamwork in shift over a 24-hour period, the successful candidate will be required to participate in the Out of Hours Support Rota over the whole weekend.
Number of openings