Responsibilities:

• 2nd line/level technical support for end user solutions both in the office and when staff are working remotely for London and Luxembourg offices
• Progressing tasks that the IT Service Desk team escalate that are not possible to resolve remotely or require more technical experience or are protracted in nature
• Manage London IT hardware including peripherals, this includes keeping records up to date in the IT Service Management (ITSM) tool
• Assisting with the IT administration of the Luxembourg office
• Imaging, verifying and deploying IT hardware
• Desktop set up and provision of desk drops for new employees and visitors.
• Maintain accurate records of new, completed and pending jobs using the ITSM tool
• Plan and implement employees’ desk moves
• Alert the IT Service Desk in relation to any service outage or degredation
• Keeping the back office IT space tidy and stocked with IT consumable items
• Create and maintain knowledge base articles for both IT (Private) and End users (Public)
• Regular floor walks to proactively promote IT best practice, build a rapport with staff, hear their issues and encourage them to seek assistance
• Any other IT duty or adhoc task commensurate with your role, experience and ability as may arise from time to time.

Required:

• Solid understanding of Microsoft operating systems and the suite of Microsoft Office applications, mobile device management running Android and iOS, and basic computer networking
• Ability to install application software and drivers, image machines and perform basic desktop administration tasks.
• Strong written and verbal communication skills are essential, together with a pleasant and approachable manner
• IT problem solving aptitude and ability will be key
• Able to prioritize work and meet deadlines
• Able to work autonomously to complete tasks, yet an enthusiastic team player
• Able to quickly learn new skills, procedures and methods, and effectively put them into practice
• Willing to work outside of regular business hours when needed
• A minimum of two (2) years as first or second level support and troubleshooting of desktop hardware and software issues in a corporate environment is desirable
• Applicable professional certifications are desirable.