2nd Line Desktop Engineer

2nd Line Desktop Support Engineer

London

SC Level position - Start date ASAP pending Clearance.

Up to £42,500 + shift allowance + benefits

Concept IT is thrilled to announce an exciting opportunity to join our esteemed MSP partner as a seasoned 2nd Line Support Engineer/Desktop Support professional. We are seeking individuals with a wealth of software expertise, particularly in managing critical business systems within a dynamic front office setting.

This role offers the chance to thrive in a bustling enterprise environment, where you'll be instrumental in ensuring adherence to SLA benchmarks and targets. Your commitment to delivering exceptional customer care and maintaining exemplary conduct will be paramount as you navigate through this fast-paced environment.

This position is on a shift pattern working between 06:30 - 19:00 (early, mid and late shifts).

Key Responsibilities:

• Level 3 type escalations for complex technical issues and root cause analysis.
• Effectively use and manage Service Now to handle and update calls.
• Demonstrate high levels of customer care behaviours at all times and adopt an approach that shows consistent commitment to providing a customer-focused quality service.
• Work across lines of service to ensure a coordinated approach to providing support for the customer.
• Carry out incident and change activity delivering the productivity levels expected by Desktop Operations.
• Support colleagues by sharing knowledge and assisting them in the successful delivery of common objectives.
• Ability to work well under pressure and to tight timescales.
• Assist with identifying team training and development needs, both technical and non-technical to support the Staff Dialogue and Development process.
• Manage own workload to ensure that assigned activities are completed within targets defined within SLA's/OLA's.
• Identify ways of improving productivity and lowering costs which provide enhanced service value for Customer and/or cost savings for the organisation.

Key Skills:

• Excellent communication and interpersonal skills
• Good negotiating skills
• An excellent understanding of ITIL Service Support, delivery disciplines, and methodologies
• Ability to work well under pressure and to tight timescales
• Excellent communication, interpersonal, and customer care skills

Experience:

• Experience working in the finance industry, investment banking is highly advantageous
• Deskside support technical experience operating within a complex environment with demonstrable experience in providing a level of second level technical support within a team.
• Experience of managing work packages dealing with third party suppliers and internal business units within a client service organisation
• Broad understanding of financial markets
• Demonstrable experience of project management methodologies
• Experience in dealing with customers with tact and diplomacy using demonstrable interpersonal and communication skills
• Excellent experience of supporting operating systems and applications within a business environment
• Experience using a help desk call management system
• Strong technical grasp of strategic platforms such as Microsoft Windows, Networking and Security, WAN, LAN, and Exchange 2010 onwards
• Experience of market data feeds and troubleshooting Excel Add-ins. MCSE qualification and PowerShell are desirable
• Software experience dealing with critical business systems with ideally exposure in investment banking

If you are looking for a challenging role in a dynamic environment, please apply with your CV and cover letter.