Desktop Support

Company Description

We foster diverse perspectives and embrace innovation to help our clients navigate the uncertainty of capital markets. Through high-quality research and diversified investment services, we serve institutions, individuals, and private wealth clients in major markets worldwide. Our ambition is simple: to be our clients' most valued asset-management partner.

Job Description Summary

We seek a London-based End User Technology Analyst to join our EMEA End User Technology Team in Global Technology & Operations (GTO).

Role Description

The End User Technology Analyst is a key role for our firm providing the delivery and support of end user and workspace technology to our staff across EMEA offices. The successful candidate will be expected to build strong relationships with the business staff and management, acting as a trusted advisor for technology solutions as well as providing ongoing training to increase awareness and adoption of technology. This is a client-facing role which will have daily interaction with business and technology staff, including executive management.

Key job responsibilities include, but are not limited to

• Act as a partner, trusted advisor and relationship manager for our business users, serving as the face of enterprise technology. This is business unit and/or location aligned and partners with the global technology management.
• Partner with product management, engineering?teams, and business aligned technology teams, providing feedback on products and services and engaging when new solutions are requested.
• Manage customer expectations and client experience in relation to consumption of enterprise technology by levering quantitative metrics, soliciting and analyzing client feedback, with the goal of providing superior service across our technology product offerings.
• End-user technology subject matter expert, understanding the product portfolio and how to support them.
• Ownership of all incident tickets and service requests for the business and/or location the candidate is aligned too. This includes the logging, review and escalation of incident tickets and problems, updating of knowledge articles, and facilitation across technology teams.
• Drive product training and adoption efforts; conduct end-user training, new hire training, host Tech Bar.
• Overall owner of?the new hire experience (setup, applications, on-boarding, training, etc.).
• Leads planning and buildouts of workplace technology for new offices, as well as regular move, add and change activities.
• Owns hardware procurement, disposal and asset management, including the regional equipment loaner programs.

What makes this role unique or interesting?

The successful candidate will be business-aligned and will have the opportunity to interact with all aspects of the business and technology. They will gain a thorough understanding of how technology impacts our business and contribute to the products and services that improve the business experience.

The technology organization is highly collaborative and end user technologists are empowered and encouraged to be involved in discussions with engineers and application owners to work together on technology solutions.

Qualifications, Experience, Education

• Bachelor's degree preferred.
• 5 years related experience is preferred.?
• Proven track record of supporting demanding and high energy users.

Skills

• Strong interpersonal and communication skills.
• Strong business and technical writing skills.
• Demonstration of strong verbal and written communications skills in a corporate environment.
• Strong presence and presentation skills.
• Strong executive presence and high energy.

Special Knowledge

• Strong understanding of IT Service Management practices, experience in using ITSM programs and the use of ServiceNow.
• Excellent troubleshooting, technical & creative problem-solving and analytical ability.
• Knowledge of Windows capabilities e.g. folder redirection, roaming profiles, distributed file system (DFS), permissions and shares.
• Strong knowledge of Windows 10 and 11 operating systems.
• Strong knowledge of Apple and Android mobile devices.
• Knowledge of Microsoft Active Directory and Active Roles interface.
• Knowledge of Cisco desktop phones and features.

Salary £55,000 - £65,000 including bonus and benefits

Robert Half Ltd acts as an employment business for temporary positions and an employment agency for permanent positions. Robert Half is committed to equal opportunity and diversity. Suitable candidates with equivalent qualifications and more or less experience can apply. Rates of pay and salary ranges are dependent upon your experience, qualifications and training. If you wish to apply, please read our Privacy Notice describing how we may process, disclose and store your personal data: gb/en/privacy-notice

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