ISM Technician

Infrastructure Service Management

Infrastructure Service Management (ISM) provides support and management of all desktop assets, including end-user technology, voice equipment, mobile phones, and desktop peripherals, in accordance with company policies as specified in the PPM. ISM is the primary point of contact for corporate services (e.g., building and move management, and facilities management) move projects, as well as the escalation point for any IMAC-related activities in the region.

Technology Data Bearing Assets (DBAs) are defined as technology assets that store data persistently as an intended purpose or have residual data stored as a result of the intended purpose. ISM relies on a regional team whose role includes receiving, building, configuring, installing, moving, repairing, and decommissioning desktop assets. The ISM team is also responsible for inventory management and provides procedural support to ensure projects are executed in accordance with established operating instructions.

• 5 years of experience
• Financial/Banking experience is a must
• Imaging the machine, Asset Management
• Hardware inventory management, ensuring stock levels are constantly monitored
• Hardware request and receipt through the internal ordering system
• Actively monitoring the ticket queue and managing requests through to completion
• Housekeeping of IT rooms
• Supporting events like annual power-down post-desk checkouts (PC/monitors/mouse + keyboard/desk phone/headset/webcam)
• Supporting hardware decommissioning events
• Supporting business moves/changes – ensuring involvement in the early stages of planning
• Managing escalations through to conclusion
• Managing client expectations
• Setting up and installing temporary training rooms/office-wide events (e.g., expos)
• Comms room patching
• Supporting work-from-home hardware requests
• Ensuring that policies and guidelines relating to overtime and expenses are adhered to, as well as local guidelines for cost control
• Managing workload to ensure assigned activities are completed within targets defined within SLAs/OLAs
• Demonstrating high levels of customer care behaviors at all times and adopting a consistent commitment to providing a customer-focused, quality service
• Working across lines of service to ensure a coordinated approach to providing support for customers
• Actively participating in a program of continuous service improvement, taking ownership of actions that deliver results
• Performing basic troubleshooting, system upgrades, and replacements for employees
• Deploying equipment for new hires and refreshes and collecting equipment from offboarded employees
• Evaluating user requests and requirements and recommending effective technological solutions
• Installing, configuring, and troubleshooting hardware, including desktops, laptops, and peripherals
• Working outside business hours and participating in additional weekend work as required
• Imaging/re-imaging computers, configuring IP phones, and setting up mobile phones