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Desktop Support Specialist
at Fragomen London in London (Published at 23-11-2023)
Job Description
Desktop Support Specialist
London, UK
About the role:
The Desktop Support role is to provide a high level of local IT support within the office.
Working in a team environment, our IT professionals learn from the industry's leading experts. Our firm commitment to quality and best practices is supported by technological innovation that benefits our clients and staff.
Other key responsibilities will include:
- Act as an escalation point and initial contact for customer support requests pertaining to the firm’s hardware
- Provides technical support to customers on operational or maintenance aspects of system equipment and serves as customer contact on technical and service related problems.
- Diagnoses and repairs mechanical, hardware, software and system failures using established procedures.
- Develop a thorough understanding of firm’s applicable hardware/software configurations. This includes internally developed applications, software management and ITSM applications
- Monitor and update incident tracking tickets for purposes of demonstrating compliance with issue response and resolution, Service Level Agreements, logging daily activities and documenting solutions
- Queue monitoring to identify possible issue trends based on submitted tickets
- Effectively diagnose and research escalated tickets to determine appropriate action
- Communicate moderately complex or technical information, ideas and results effectively in both oral and written form; and compose correspondence and reports.
- Follow and create detailed operational procedures as needed and help improve the quality of service delivery and provide value added customer services.
- Collaborates with network services, server operations and/or application development in order to restore service and/or identify problems
- Liaise with 3rd parties and vendors involved with local IT hardware/software and related supplies
- Assist with mobile device set-up, review, maintenance and troubleshooting
- Deliver coaching to peers when necessary
- Ability to support video, audio and web conferencing through PC and VC units.
About you:
You will have previous experience within a support role ideally within a professional services environment. You will be able to demonstrate evidence of working on a busy Service Desk using service desk software or a service management tool
Also required:
- Experience performing installations, moves, software and hardware adds and changes to end users’ IT equipment.
- Experience using VPN client and Citrix client
- Experience of Mobile Device Management solutions
- Strong knowledge and experience of supporting Windows OS, Mac, MS Office 16 / 365, Acrobat X, IE 11, Chrome and other browsers.
- Ability to multitask, work under pressure and handle interruptions while maintaining flexibility in work assignments
- Methodical approach to problem determination
- Ability to communicate confidently with people at all levels in the Firm
- Ability to remain calm under pressure and in the face of provocation
- Ability and desire to learn new systems and processes
- Able to work as part of a team as well as independently
- Understanding of and enthusiasm for PC technology
- Experience of dealing directly with clients and providing excellent customer support
Fragomen in London:
Our London office has over 340 people working collaboratively and creating a dynamic, positive environment. You can expect a great working environment and regular events such as Summer and Christmas parties, social and cultural events.
The Firm operates a hybrid working model, which incorporates a blend of in-person attendance as well as working from home – our aim being to fully leverage our remote working technology and provide a balance for our people in the way that they work.
Whether in the office or working remotely, we are proud of our team spirit and we like to reflect this in the way that we work and everything we do. Our Responsible Business Strategy (RBS) prioritises Fragomen’s social responsibility through one cross-cutting theme and five focus areas.. These focus areas include: Wellbeing, Diversity and Inclusion, Charity & Pro bono work, Social and Environmental & Sustainability. The RBS initiative offers great opportunities for everyone at Fragomen to get involved and help steer a variety of initiatives and activities at the Firm. These range from social events and activities, to regular wellbeing newsletters and diversity discussions.
Fragomen is committed to promoting diversity, inclusion and equal opportunity for all employees and applicants, regardless of race, ethnicity, heritage, gender, age, religion, disability, sexual orientation, gender identity or intersex status.
