IT Support Technician - Trading Floor / Investment Bank
We are recruiting an exciting opportunity for an IT Support Technician to work onsite at an Investment Bank based in the City of London and be part of a dedicated IT Support team providing first and second level support and guidance to users of all decentralised IT equipment and services.
Key Role:
- To provide first and second level support and guidance to users of all decentralised IT equipment and services including trade floor
- Support, roll out and maintenance of all desktop equipment
- User assistance and guidance
- Application of security updates
- Regular hardware and software audits
- Analysis, problem solving and escalation if / when necessary
- Completion and maintenance of all relevant documentation
- Working with other members of IT department to provide technical assistance when required.
Decision Making:
- The job holder will be expected to make recommendations regarding the helpdesk structure and service provided to users
- Regular Stock checks and suggestions on equipment ordering
Reporting:
- Responsible for assisting in the production of a monthly help desk report
- Responsible for the production and follow up of incident reports
- Responsible for the completion of Level 1 Security Controls in the IT Support perimetre
- Other progress updates to immediate management as deemed necessary.
Responsible for co-ordinating the activities of the helpdesk function with other systems areas, particularly NT/Windows and System administration. In addition, this function also covers the desktop support function which captures individuals responsible for providing generalist technology infrastructure support to a specific unit (example Trading Floors).
- Provision of first and second level technical and user support to all UK staff (including UK Subsidiary companies abroad). Including trade floor desktop support.
- Maintain and improve the chosen helpdesk solution
- Help to design, support and deliver the appropriate procedures
- Identification of opportunities for efficiency improvements / cost savings in IT equipment.
- Ensure documentation, policies and procedures are up to date.
- Support and maintenance of all desktop equipment and applications
- User assistance and guidance
- Analysis, problem solving and escalation (if/when) necessary
- Working with other members of IT department in London and liaising with worldwide IT departments
- Assist in the creation and maintain disaster recovery implementation and documentation working closely with security and disaster recovery responsible persons.
- Regular updates of systems and applications (Security / Patches)
- Analysis of help desk calls prioritise as necessary
- Identify areas of operational risk
- Follow branch compliance rules
- Follow Group IT Security policy
- Monthly IT Support KPIs, Level 1 controls and Support team procedure documents
- Detailed Incident reports and Change Control documentation
- Regular updates to immediate Team leader, Head of IT Support.
Key Skills and Experience:
- Previous Desktop Support experience, with in depth troubleshooting skills and abilities.
- Working in an financial environment (an advantage, but not prerequisite as long as technical skillset is to the required level)
- Leading by example and self driven
- Good global knowledge in the IT field (Printers, Mobiles etc)
- Good people skills (able to deal with range of users at all levels)
- Able to identify potential problems before they arise and take corrective action
- Ability to analyse trends and estimate future needs
- Ability to make well thought out and recommendations based on sound conclusions
- Good organisation skills
- Willingness to learn
- Follow the Code of Conduct