Trainee Desktop Support Analyst

4 days ago

London, United Kingdom SOCIETE GENERALE Full time
Responsibilities

Societe Generale is one of Europe's leading financial services groups and a major player in the economy for over 160 years, we support25 million clientsevery day with more than126,000 staffin65 countries

We're looking for a Trainee Desktop Support Analyst to join the dynamic and motivated IT infrastructure teams on a digital transformation journey

About the team:

Within the Societe Generale group, GTS (Global Technology Services) consists of several technical streams that are responsible for defining the technical strategy and vision for their respective disciplines.

Our vision within GTS is to provide cost-effective, state-of-the-art technology services and support based on real-time infrastructure shared by our respective business lines, requiring compliance with common standards, policies and security.

The DWS (Digital Workplace Services) entity oversees workstation (desktop and laptop computers, printing) ecosystem, collaboration tools (telephony, messaging, etc.) and associated services (user support, antivirus, etc.) Its mission is to provide the Group's employees with a fluid, mobile, secure and intuitive digital work environment, with an optimal environmental and social impact.

Summary of Key Purposes of the Role:

• To work in a fast-paced pressurised environment. Providing desktop support to our customers, assisting them with software problems via phone or email.

• Working to set call SLA's targets: meet & improve processes and look to take a proactive attitude.

• Supporting approx 2500 users at our Canary Wharf premises

• Continual liaising with counterparts in other regions and with Peers in the UK.

• Supporting a range of hardware from laptops and tablets to smartphones and IP phones

Responsibilities:

• To provide technical support for our Digital Workplace services both remotely and in person.

• To maintain a high degree of customer service for all support queries and adhere to all service management principles.

• To achieve 70% + of incident closures within one hour

• To take ownership of user problems and be proactive when dealing with user issues.

• To manage cases on our service management tool (currently Service Now)

• Maintain a log of any software or hardware problems detected.

• To respond to enquiries from clients and help resolve any hardware or software problems.

• Support users in the use of our Digital Workplace services by providing necessary training and advice.

• Escalate more complex calls to the relevant level 3 support teams.

• To update/create knowledge databases with new processes, and fixes

• Case Management: Ensuring Incidents and Requests are managed following the ITIL framework

• Regular updates maintained on own cases

• Notifying users of all progress and status

• Following IT Security Guidelines

• Ensure that there is a good flow of information between our clients and the support team & between the 2nd & 3rd line skill teams (Desktop support, Mail, operations & engineering team)

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