Desktop Support Specialist

4 weeks ago

London, Greater London, United Kingdom Pontoon Full time

Job Summary

Pontoon is seeking a skilled Desktop Support Specialist to join their team in London. As a Desktop Support Specialist, you will provide essential 2nd line IT support to the desktop and desk-side environments, ensuring the smooth functioning of systems and operations.

Key Responsibilities

  • Provide English language support to colleagues across the business, considering the diverse cultures and languages within the organization.
  • Answer calls, create tickets, and escalate issues as required, while providing cover to the IT support contact number.
  • Handle walk-up and email requests, dealing with tickets and escalating issues when necessary.
  • Administer various IT environments, including PC build and configuration, application software, SCCM, and printing.
  • Liaise, coordinate, and monitor escalations to 3rd level support groups, ensuring timely resolution of issues.
  • Support the company's video conferencing environment as the primary point of contact.
  • Perform daily checks of the office printer environment and conference/meeting rooms, logging tickets and escalating exceptions to 3rd level resolver groups.
  • Support the systems infrastructure team when needed, including workstation and server builds, administration, configuration, and support.
  • Maintain a high availability production environment and ensure that workstations and printers are fully operational at all times.
  • Patch workstations and test/deploy patches to ensure environment stability.
  • Monitor and manage incidents and service requests reported through the ticketing system, taking ownership and progressing towards resolution.
  • Collaborate with third-party vendors/suppliers to troubleshoot and resolve issues.
  • Coordinate and support the movement of desk-side equipment between desk positions, working closely with building services and 3rd level resolver groups.

Requirements

  • Previous experience in providing 2nd line IT support in a similar role, ideally within the investment banking industry.
  • Strong knowledge of MS Windows, Citrix Receiver, MS Office, and line-of-business applications.
  • Familiarity with desktop and laptop hardware, video cameras, telephone handsets/headsets, and mobile phones.
  • Experience with PC build and configuration, application software administration, SCCM, and printing.
  • Ability to troubleshoot and resolve incidents promptly, and escalate when necessary.
  • Excellent communication skills and the ability to provide support in a culturally sensitive manner.
  • Strong organizational and time management skills, with the ability to prioritize tasks effectively.
  • Ability to work collaboratively as part of a team and independently when required.
  • Flexibility to undertake additional duties as reasonably requested.

About Pontoon

Pontoon is an employment consultancy that puts expertise, energy, and enthusiasm into improving everyone's chance of being part of the workplace. We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, and more. We do this by showcasing their talents, skills, and unique experience in an inclusive environment that helps them thrive.

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