Purpose of the role:
You will support the Tech Team helpdesk and users ensuring that tickets are dealt with or escalated in a timely manner, whilst adhering to policies, standards and controls and supporting and upholding the business requirement for data confidentiality.
Responsibilities:
- Serving as first point of contact for users as Level 1 troubleshooting then escalating to Level 2 if issues not being able to resolve at L1
- Work as part of the Global Tech Team with focus servicing offices in Mauritius, Switzerland, Jersey and London, communicating and liaising in all IT related events and issues
- Management of the office facilities liaising with suppliers and the building landlord on matters relating to office facilities
- Be risk aware/conscious reporting, communicating and liaising all IT and facilities risk matters and related events and issues to the Trust Group CIO or COO
- Drive efficiencies and help the user base work smarter, spotting trends or gaps in training. Educating the workforce enabling them to help themselves
- Keep Policies, Procedures and user knowledge base updated
Skills required:
- Previous experience in customer support and helpdesk support an advantage
- Microsoft desktop support an advantage
- Experience in Active Directory an advantage
- Strong and confident inter-personal and communication skills; capable of calling, helping, both on site and remote troubleshooting and interacting positively with all of the users
- Ability to work cooperatively in a team and challenging environment