Role Name:
ISM Technician
Purpose:
· Responsible for the successful delivery of all BAU Technology and Voice tasks.
· Instrumental role for the successful delivery of IT relocation projects, undertaking the full audit and preliminary works promptly and to the highest standards.
Key Responsibilities:
· Hardware Inventory Management ensuring stock levels are constantly monitored.
· Hardware request and receipt through our internal ordering system.
· Actively monitoring the ticket queue and managing requests through to completion.
· Housekeeping on IT rooms.
· Supporting events like annual Power down – post desk checkouts (PC/monitors/Mouse + Keyboard/desk phone/headset/webcam).
· Supports hardware decommissioning events.
· Supports Business moves / changes – ensure involvement in early stages of planning.
· Managing escalations through to conclusion.
· Manage client expectations.
· Setup and installation of Temporary training rooms / Office wide events - Expo's.
· Comms room patching.
· Supports work from home hardware requests.
· Ensure that policies and guidelines relating to overtime and expenses are adhered to. All local guidelines for cost control are adhered to.
· Manage own workload to ensure that assigned activities are completed within targets defined within SLA’s/OLA’s.
· 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.
· Actively participate in a program of Continuous Service Improvement taking ownership of actions that deliver results.
· Perform basic troubleshooting, system upgrades and replacements for employees.
· Deploy equipment for new hires and refreshes and collect equipment from offboarded employees.
· Evaluate user requests and requirements and recommend effective technological solutions.
· Install, configure, and troubleshoot hardware, including desktops, laptops, and peripherals.
· Will be required to work outside business hours and participate in additional weekend work.
· Image/re-image computers, configure IP phones and mobile phones.
Key Attributes:
· Proven ability to work independently with little supervision as well as in a team environment.
· Excellent communication, interpersonal and customer care skills.
· Ability to work well under pressure and to tight timescales.
· Strong organizational and problem-solving skills.
· Knowledge of Windows operating system, applications, and computer hardware.
· Interacting with other support groups across multiple platforms.
· Experience using a help desk call management system.
· Technical grasp of strategic platforms such as Microsoft, Networks and Security, WAN, LAN.
· Industry standard certifications a plus (MCSA, A+, Network+, CCENT, CCT).
· Shell scripting experience a plus (Windows PowerShell, Perl, Windows cmd line).
· Experience in the financial industry.
· An understanding of ITIL Service Support and Delivery disciplines and methodologies.
· Focus on customer service.
· Follow Client processes and procedures.
