Desktop Support Specialist

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.

Contract:

Full-time, permanent
Team: IT Desktop Support – MTSCo
Office

Location:

London, UK (on-site)

• 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.
• Ability to support video, audio and web conferencing through PC and VC units.

The EMEA Desktop comprises of 10 Desktop Support Specialists located strategically across the Europe, Middle East and Africa region providing high quality IT support and remote IT services further afield. The team will sit within Fragomen’s Mobility Tech Solutions (MTSCo), which will bring together our IT operations and platforms.

• Relevant experience within a support role, ideally within a professional services environment.
• Able to demonstrate evidence of working on a busy Service Desk using service desk software or a service management tool
• 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, Mac OS, MS Office, Acrobat, Edge, Chrome and other browsers.
• Experience of dealing directly with clients and providing excellent customer support.

• 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.

A career at Fragomen will provide you with the opportunity to work in an exciting environment for a broad range of clients, where no two days will be the same. You will face interesting challenges, and will work with dedicated, friendly and ambitious people, where providing exceptional client service is at the core of what we do. We are extremely proud of our diverse workforce at Fragomen, and we are fully committed to providing equal opportunities.

• Competitive Salary:
  We offer salaries that reflect your skills and experience
• Health and Wellness: A comprehensive employee assistance programme, gym discounts, medical insurance, Headspace membership and wellbeing platforms
• Lifestyle and Savings:
  Discount platforms, cycle to work scheme, electric car lease scheme, season ticket loans…