2nd Line Technical Support Helpdesk - Office based in London N2

Corporate Service Desk IT Technician

Looking for an experienced 2nd Line Support person to work for an MSP based on a client site supporting the head office and management team.

This is an office based position in London N2.

To apply you must demonstrate previous 2nd line support experience for medium / large business including AD, O365 and hardware skills.

Purpose of Role

• To provide dedicated onsite technical IT support to the customer headquarters staff as a member of the onsite Corporate Service Desk (CSD) team and ensure excellent IT services and customer support in a customer centric manner representing the MSP.
• Duties include:
• Providing 1st and 2nd line site-based support. To resolve systems issues raised within the client business by the management team and users. Install, assemble and configure computers, monitors, network infrastructure and peripheral items.
• Troubleshoot hardware, software, email, network and peripheral equipment problems and make corrections where required.
• Carry out Active Directory tasks including user accounts, groups and computers.
• Develop any relevant documentation for processes or problem and solution insight information
• Manage Joiners, Movers and Leavers (JML) ITSM process ensuring new employees (Joiners) are equipped with the necessary technology and access to systems from day one, while employees changing roles or departments (Movers) receive seamless updates to their IT resources and permissions. Additionally, when employees leave the organisation (Leavers), their access is promptly revoked, and their data is securely managed.
• Manage File and print services, including the setup, maintenance, and troubleshooting of file servers and print devices, ensuring that employees have reliable access to shared files and printing resources. Requests for supporting file & print services will be recorded within the ITSM
• Work with the IT Manager to provide service improvements, this involves regular assessments, performance monitoring, and the implementation of best practices to identify areas for improvement. To provide optimised IT processes, reduced downtime, and increased productivity.
• Work with the IT Manager with the adoption of new technologies, training for staff, and the refinement of existing systems to ensure that the organisation's IT infrastructure remains cutting-edge and capable of meeting evolving business needs.
• Support the IT Manager via regular reporting data to deliver regular reporting, actionable insights, and the implementation of changes based on feedback, fostering a culture of continuous improvement and enhancing overall customer experience.
• Adhere to health and safety guidelines and raise any health and safety concerns.
• Liaise with 3rd party suppliers where required.
• Undertake any IT projects as required by the IT Manager
• Any other tasks as assigned by the IT Manager.
• VIP Support: Provide tailored VIP service to designated individuals including high profile staff and executives, delivering a premium service to these individuals by providing faster response times, a tailored approach, and exceptional communication & troubleshooting.
• Office Floor walks: Complete a regular floor walks providing a proactive approach ensuring all site staff are aware of CSD presence and encourage in person engagement.
• Log any issues raised in the floor walks within the ITSM and follow standard processes

Teams Room Support:

• Setup, maintain and troubleshoot Teams Meeting room equipment such as Cameras, microphones and displays
• Maintain daily checks and testing of all Teams rooms
• Log any issues raised in the Teams room daily checks within the ITSM and follow standard processes

Other Duties:

• Build excellent rapport with Customer staff providing encouragement to raise queries
• Maintain coverage for the walk up IT Bar, this provides a walk-up support option for clients including support needs such as software use or setting adjustments and basic training for the use of IT systems where required.
• Work with the MSP's management to prioritise business and information needs
• In addition to the above duties the post holder must be prepared to undertake such additional duties which may result from changing circumstances.

Hours: Monday- Friday between 0800-1800 with staggered starts of 8, 9 and 10 AM.

Salary: £33 - £35000 depending on experience.