Vacancy expired!
The Level 2 Team is considered the face of IT and for our clients the window to the wider technology groups. Its responsibilities lie predominately in resolving BAU tickets created by the Level 1 Team and reacting to escalations. Individual team members will attend a clients' desk to provide best-in-class technology support or use remote tools to assist clients in remote offices or who are working from home. Excellent communication and customer service skills are essential along with strong technical troubleshooting abilities. Responsibilities: Provide swift and professional deskside IT supportPerform on-site analysis, diagnosis, and resolution of desktop problems for clients, recommend and implement corrective solutionsInstall, configure, test, maintain, monitor, and troubleshoot client workstations, mobile devices and related hardware or software in order to deliver required deskside service levelsUtilize the BLK ticket management system to record, update and resolve tickets from the HelpdeskCollaborate with other support groups across global locations to help troubleshoot client issuesUtilize BLK tools for building, monitoring and troubleshooting client devicesParticipate in Disaster recovery testing exercisesUpholding procedures for logging, reporting, and statistically monitoring desktop operationsWrite technical support and client documentation in form of Knowledgebase articlesMeet or exceed expected customer service levels Other duties as assigned by the Level 2 Support Manager
Excellent proven track record supporting clients in a financial environmentExcellent proven customer service based approachProven ability to prioritize tasks and issues according to the business impactGood written and verbal communication skillsGood time management skillsAble to work in a high pressure environmentStrong organizational and analytical skillsAbility to multi-task and work under pressureAbility to work autonomously and within teamFlexible and proactive with a "will do' attitudeTakes responsibility and follows through on issues to closure and root cause resolutionDemonstrable desire to achieveVacancy expired!