Desktop Support Specialist

Job Description
Desktop Support Specialist
Contract:
Full-time, permanent

Team:
IT – Desktop Support

Office Location:
London, UK (on-site)

The role:
The Desktop Support role is to provide a high level of local IT support within the office. Working in a team environment, our IT professionals learn from the industry's leading experts. Our firm commitment to quality and best practices is supported by technological innovation that benefits our clients and staff.

This is a great opportunity for a positive and proactive individual in IT support that is looking to progress into their next role, or for an existing Desktop Support Specialist seeking a new and exciting challenge in a fast-moving part of the business.

What your day will look like:

• Act as an escalation point and initial contact for customer support requests pertaining to the firm's hardware.
• Provides technical support to customers on operational or maintenance aspects of system equipment and serves as customer contact on technical and service related problems.
• Diagnoses and repairs mechanical, hardware, software and system failures using established procedures.
• Develop a thorough understanding of firm's applicable hardware/software configurations. This includes internally developed applications, software management and ITSM applications.
• Monitor and update incident tracking tickets for purposes of demonstrating compliance with issue response and resolution, Service Level Agreements, logging daily activities and documenting solutions.
• Queue monitoring to identify possible issue trends based on submitted tickets.
• Effectively diagnose and research escalated tickets to determine appropriate action.
• Communicate moderately complex or technical information, ideas and results effectively in both oral and written form; and compose correspondence and reports.
• Follow and create detailed operational procedures as needed and help improve the quality of service delivery and provide value added customer services.
• Collaborates with network services, server operations and/or application development in order to restore service and/or identify problems.
• Liaise with 3rd parties and vendors involved with local IT hardware/software and related supplies.
• Assist with mobile device set-up, review, maintenance and troubleshooting.
• Ability to support video, audio and web conferencing through PC and VC units.

The team:
The EMEA Desktop comprises of 10 Desktop Support Specialists located strategically across the Europe, Middle East and Africa region providing high quality in-office IT support and remote IT services further afield.

What we are looking for:
Essential criteria:

• Relevant experience within a support role, ideally within a professional services environment.
• Able to demonstrate evidence of working on a busy Service Desk using service desk software or a service management tool
• Experience performing installations, moves, software and hardware adds and changes to end users' IT equipment.
• Experience using VPN client and Citrix client
• Experience of Mobile Device Management solutions
• Strong knowledge and experience of supporting Windows OS, Mac, MS Office 16 / 365, Acrobat X, IE 11, Chrome and other browsers.
• Experience of dealing directly with clients and providing excellent customer support

Preferred skills:

• Ability to communicate confidently with people at all levels in the Firm
• Ability to remain calm under pressure and in the face of provocation
• Ability and desire to learn new systems and processes
• Able to work as part of a team as well as independently
• Understanding of and enthusiasm for PC technology

What we offer:
A career at Fragomen will provide you with the opportunity to work in an exciting environment for a broad range of clients, where no two days will be the same. You will face interesting challenges, and will work with dedicated, friendly and ambitious people, where providing exceptional client service is at the core of what we do. We are extremely proud of our diverse workforce at Fragomen, and we are fully committed to providing equal opportunities.

At Fragomen, we value our employees and are committed to providing a comprehensive benefits package that supports your well-being and professional growth. Our
UK
offerings include:

• Competitive Salary: We offer salaries that reflect your skills and experience
• Health and Wellness: A comprehensive employee assistance programme, gym discounts, medical insurance, Headspace membership and wellbeing platforms
• Lifestyle and Savings: Discount platforms, cycle to work scheme, electric car lease scheme, season ticket loans and family support resources
• Protection and Security: Life assurance, group income protection and a workplace pension scheme including a 5% employer contribution
• Time Away from Work: 25 days annual leave, + bank holidays and 3 personal leave days. Enhanced family leave policies, volunteering days and birthday leave
• Professional Development: Access to our e-learning platform, mentoring schemes and training bursaries (where applicable)

What to expect:

• Once you have submitted your application, our Talent Acquisition team will review your skills and experience. If these match the requirements of the position, a member of our team will contact you to schedule an initial phone call.
• If shortlisted, you will be invited to participate in our interview process, which will consist of at least two stages, one of which will be conducted in-person. Depending on the role, you may also be required to complete a written assessment.
• After the interviews, we will carefully evaluate all candidates and make our final decision. You will be notified of the outcome and feedback will be provided.
• At Fragomen, we are committed to fostering an inclusive and accessible workplace for all applicants and employees. If you require any specific accommodations or support during the interview process, please let us know, and we will consider what reasonable adjustments are possible to meet your needs

Who we are:
At Fragomen, we are more than a global immigration services provider – we are pioneers shaping the future of mobility. With a passion for navigating the complexities of immigration, we help individuals and businesses transcend borders, unlocking opportunities around the world. As a diverse, forward-thinking, global business, we combine deep expertise with innovative technology to craft solutions that not only simplify the immigration process but also drive strategic success for our clients. Whether it is assisting multinational companies or helping people start new chapters in their lives, we are driven by the belief that global movement is the key to unlocking a world of possibilities.

We are proud of our team spirit, and we like to reflect this in the way that we work and everything we do. Our Responsible Business Practices ("RBP") prioritise Fragomen's social responsibility through a cohesive strategy covering five key focus areas of Wellbeing, Diversity, Equity and Inclusion, CSR, Pro Bono and Sustainability. Our RBP initiatives offer great opportunities for everyone at Fragomen to feel included, get involved and shape thoughtful initiatives and activities. For more information, please visit our website -

Fragomen is committed to promoting diversity, inclusion and equal opportunity for all employees and applicants, regardless of race, ethnicity, heritage, gender, age, religion, disability, sexual orientation, gender identity or intersex status.
All offers and/or employment contracts are contingent upon the successful completion of the Firm's pre-employment screening process. This process may include verifying the candidate's identity, confirming legal authorization to work in the offered position's location, and conducting a comprehensive background check, where permitted by local regulations.