Job closed
Ref: KP709-2357
Job description / Role
Job title: Associate
Department / Division: ITD/Service Delivery & Support
Line Manager: Manager, Core Support Services
Section: Core Support Services
Department Mission
The Information Technology Department is responsible for the efficient sourcing, development and deployment of easy to use technology solutions that address COMPANY’s business needs.
By being aligned to the business and working in partnership with them the Information Technology Department is focused on adding value through prudent innovation and disciplined execution.
Summary
Member of a team serving as the primary point of contact for internal IT clients. The ServiceDesk is a critical function for COMPANY’s IT Department as it is our primary technology interface to COMPANY’s users for technology products and services.
The Service Desk provides 1st line technical support to clients, ensuring all users receive a high and consistent level of customer service. The team is responsible for handling IT-related incidents, providing initial assessments to either resolve these incidents directly or escalating to field engineers and/or service owners.
The team assists users in the resolution of application, hardware and software problems in person, over the phone or using other electronic media. Issues are resolved using documented procedures and checklists, or by troubleshooting undocumented problems.
Responsibilities
-Initiates the procedure for handling detected incidents including recording details of the incident covering symptoms, diagnostic data and information about the related Configuration Item (CI).
-Interfaces effectively with users to ensure that all diagnostic information is logged for error resolution and incident analysis.
-Makes initial diagnosis of any problems and advises on known solutions, where applicable providing information on updates, known errors, changes in availability, new facilities, etc.
-Contributes to the maintenance of incident records throughout the incident life cycle.
-Supports the investigation of incidents, documenting technical issues, solutions and support information.
-Provides effective information to end users regarding the effective use of desktop systems, products and services.
-Owns unresolved incidents and ensures escalation to field engineers or appropriate service owners.
-Installs and commissions desktop systems and upgrades.
-Helps to maintain and update contingency plans by using IT security risk analysis methods, tools and techniques to identify potential exposures to information systems e.g. single points of failure, lack of effective countermeasures or lack of tested, up to date recovery plans.
-Takes responsibility for multiple concurrent issues, prioritising and triaging tasks.
-Works in a team-oriented manner, assisting other team members on an as-needed basis and with field work as required.
-Responds to requests for technical assistance in person, via the phone and through other electronic media.
Key Skills and Experience
Education and Experience
Bachelor’s Degree is required
Minimum 3+ years of experience in a similar role
Excellent communication skills both written and verbal. Able to clearly articulate technical issues and activities to both technical and non-technical staff.
Strong relationship management approach with good interpersonal and negotiation skills.
Detail-oriented with a proactive approach to solving problems.
Ability to multi-task, with strong ownership and demonstrating an appropriate sense of urgency.
Flexible approach to working hours as shifts are employed.
IT experience within financial services.
Knowledgeable on MS Office products, infrastructure technologies (e.g. Windows, Exchange), Market Data (eg Bloomberg / Reuters), wireless devices/ Smartphones (e.g. Blackberry, iPhone, iPad), Good Technology.
Broad knowledge of hardware, networking and software fundamentals with solid troubleshooting skills.
Demonstrates active listening techniques to understand and interpret client issues.
Initiative and desire to maintain exposure across multiple technology disciplines.
Strong team skills whilst able to work independently with minimum supervision.
Strong production ethic and customer orientation.
Industry certification such as ITIL is an asset.
Requirements
Education and Experience
Bachelor’s Degree is required
Minimum 3+ years of experience in a similar role
Excellent communication skills both written and verbal. Able to clearly articulate technical issues and activities to both technical and non-technical staff.
Strong relationship management approach with good interpersonal and negotiation skills.
Detail-oriented with a proactive approach to solving problems.
Ability to multi-task, with strong ownership and demonstrating an appropriate sense of urgency.
Flexible approach to working hours as shifts are employed.
IT experience within financial services.
Knowledgeable on MS Office products, infrastructure technologies (e.g. Windows, Exchange), Market Data (eg Bloomberg / Reuters), wireless devices/ Smartphones (e.g. Blackberry, iPhone, iPad), Good Technology.
Broad knowledge of hardware, networking and software fundamentals with solid troubleshooting skills.
Demonstrates active listening techniques to understand and interpret client issues.
Initiative and desire to maintain exposure across multiple technology disciplines.
Strong team skills whilst able to work independently with minimum supervision.
Strong production ethic and customer orientation.
Industry certification such as ITIL is an asset.
About the Company
Building businesses, changing lives
At Tandem, we’ve built a vast network of top-tier professionals across the globe. We empower businesses to thrive by delivering unmatched talent solutions. With our global reach, collaborative approach, and unwavering commitment to excellence, we drive transformative growth and shape exceptional teams.
Who we are.
We are a team of industry experts, driven by a passion for innovation and excellence. We are dedicated to providing unique talent solutions and nurturing collaborative partnerships that redefine success.