Customer Support Specialist

4 days ago

Horsham, West Sussex, United Kingdom Schroders Full time
About the Role

We are seeking a highly skilled and experienced Customer Support Specialist to join our team at Schroders. As a key member of our IT department, you will be responsible for providing exceptional technical support to our end-users, ensuring that they have a seamless and productive experience with our systems and tools.

Key Responsibilities
  1. First Point of Contact: Be the primary point of contact for our end-users, providing timely and effective support for their technical queries and issues.
  2. Troubleshooting and Resolution: Troubleshoot and resolve technical issues in a timely and accurate manner, using your expertise and knowledge of modern client operating systems and best practice IT standards.
  3. Documentation and Knowledge Sharing: Accurately document instances of hardware failure, repair, installation, and removal, contributing to knowledge sharing across the wider team.
  4. Hardware and Software Management: Oversee the installation, configuration, maintenance, and troubleshooting of end-user hardware, software, and peripheral devices, including telecoms.
  5. Office Maintenance: Ensure that office space and technology is maintained, working, and organized throughout.
  6. Account Management: Create, issue, and manage/maintain corporate accounts for joiners/movers/leavers, following a fully auditable procedure.
  7. Staff Education and Training: Liaise with and provide education to staff on computer operation, new user training, infrastructure policies, and application use within the business.
  8. IT Team Support: Assist the IT team in deploying and rolling out internal software applications.
  9. Inventory Management: Maintain an inventory of all IT assets (hardware and software) as directed by the IT Service Desk Manager.
  10. Monitoring and Reporting: Monitor and test PC performance and provide statistics and reports to the IT Service Desk Manager as required.
  11. Regulatory Compliance: Ensure that the company complies with regulatory standards and best practices.
Requirements
  1. Technical Knowledge: Demonstrable in-depth technical knowledge of modern client operating systems (Windows Client OS, Windows Server), and best practice IT standards (ITIL).
  2. Networking Principles: Excellent understanding of networking principles, including TCP/IP, coupled with an understanding of Active Directory and machine builds via imaging.
  3. Software and Cloud Applications: Working knowledge of common software and cloud applications, such as Microsoft 365, Outlook, MS Teams, Anti-Virus & Security Endpoints.
  4. Problem-Solving and Communication: Ability to troubleshoot user problems using own initiative in a timely and accurate fashion, and provide end-user training and assistance where required.
  5. Customer Focus: Customer-focused and able to present ideas and concepts in user-friendly language.
  6. Education and Experience: College Diploma / GCSE / A-Level in the field of computer science or information systems or a related discipline preferred. At least 2 years in a technical desktop support role, troubleshooting and diagnosing faults in hardware such as desktop PCs, laptops, printers, telephones, and mobile devices.
  7. Flexibility: Flexible and willing to work outside core business hours as required.
Additional Requirements
  1. Windows 10 Imaging and Patching: Knowledge of creating, deploying, and managing Windows 10 images and patching applications in an enterprise organization using MDT/WDS.
  2. Windows 10 as a Service: Skills implementing Windows 10 as a service (automating upgrades/patching).
  3. Microsoft MTA Certification: Microsoft MTA certification(s).
  4. ServiceNow Ticketing System: Knowledge of ServiceNow ticketing system.
  5. ITIL Concepts and ITSM Best Practices: Knowledge of ITIL concepts and ITSM best practices.

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