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Desktop Support Specialist
2 months ago
We are seeking a highly skilled and motivated Desktop Support Specialist to join our team at Wescot. As a key member of our IT department, you will be responsible for providing exceptional technical support to our employees, ensuring that our business-critical applications and systems are running smoothly.
Key Responsibilities- Act as an escalation point for user hardware and software-related incidents and service requests assigned to the Desktop Services Team.
- Ensure that all relevant information is captured in our IT Service Management (ITSM) tool and the affected customer is kept informed on the progress of their ticket.
- Gather appropriate information from colleagues to comprehend issues, queries, or complaints.
- Work to Service Level Agreement (SLA) thresholds for incidents and requests, prioritizing and managing workload effectively, managing several open incidents and requests simultaneously.
- Work closely and in collaboration with other Cabot Shared Service resolver groups, and external 3rd party application specialists, escalating to appropriate individuals or teams as necessary.
- Provide the appropriate support and guidance regarding IT and Information Security policies to our colleagues across the organization.
- Ensure that the correct Desktop Services process and procedures are always followed, while balancing the needs of our impacted colleagues.
- Provide remote support to colleagues who are currently working from home, or in an alternate office, including following prescribed checks on home workstation setups and reporting findings to line managers.
- Conduct daily checks and Business As Usual (BAU) monitoring to support our business-critical applications.
- Assist the creation, update, and validity checking of appropriate knowledge base documentation, to ensure that every colleague receives a consistent approach to resolving their issue/delivering on their requirement.
- Provide appropriate support and cover to the Service Desk and User Administration teams, ensuring continual and efficient support is always provided to the business.
- Ensure confidentiality of all users and customer data.
- Log tickets and track all time spent on resolving issues, in a methodical logical manner.
- A recognized qualification in an IT-related discipline, such as ITIL Accreditation (Desirable) or Service Desk Institute accreditation (Desirable).
- Previous experience of providing high-quality Desktop Support to a large user base.
- Experience with Corporate office systems including Microsoft Windows, Office 365, Printers, Desktop/Laptops, and Mobile Devices.
- Understanding and experience of laptop and desktop hardware maintenance.
- Strong analytical skills with excellent attention to detail and high standards.
- Self-motivated and able to work off of your own initiative.
- Ability to hit the ground running and get up to speed quickly.
- Good understanding of the importance of IT management controls, processes, and procedures in the delivery of service.
- Understanding of legislative and regulatory influences applicable to the credit and finance sectors.
- Able to work collaboratively within the team to deliver on accountabilities and responsibilities.
- Excellent communication skills, written and verbal.
