• You are passionate about helping people get the most out of technology
• You are excited by the opportunity to learn new things
• You value career progression and are open to new opportunities

Responsibilities of the role include:

• Acting as client liaison for all Digital Technology-related requests from staff, being first line of engagement to understand and address issues and needs around desktop (Windows, O365 etc.) and infrastructure (compute, storage, network, cloud services, enterprise systems, cybersecurity, etc.), engaging and escalating to other Digital Technology teams as needed
• Providing value added services to the business, working together with the leadership team to drive technology and help transform business activities
• Configuring, deploying, maintaining, troubleshooting and supporting workstations, laptops, printers, mobile devices, phones and other computer and telecoms equipment
• Solving complex problems associated with hardware (PCs, Macs, mobile, etc.), software, and services (video conferencing, remote access, etc.) determining the source of problems and classifying their level, priority and nature. When appropriate, escalating or routing them to the appropriate team
• Helping with a range of office-based technology needs - installations, moves, changes, etc. that involve staff requirements and infrastructure needs, working collaboratively with other DT service teams
• Responding to, documenting and resolving service tickets in a timely manner according to an agreed service level
• Documenting procedures, standards, best practices configurations, settings, installation sequences and back-out instructions
• Following ITIL/Service Management policies and procedures
• Helping the software asset management team to maintain applications (license management and version control)
• Helping with communications and training around technical change
• Playing an active part in our team: helping to build an inclusive environment, sharing your knowledge and promoting best technology practices with colleagues

Some of the technology you could expect to support includes:

• Personal computing (HP, Mac, etc.)
• Mobile computing (iPhone, iPad, Samsung etc. depending on office or regional policy)
• Microsoft Windows Operating System, Mac OSx (limited)
• Microsoft 365 and associated services (ie OneDrive for Business, MS Teams, etc.)
• Cloud based solutions (Azure, AWS, etc.)
• Video conferencing hardware/software based on global standards
• Office printers and copiers (these vary depending on office or regional policy)

Please don't be discouraged if you don't meet every point below - if you meet most and are strongly motivated by the role and willing to learn, we are still interested in hearing from you.


Requirements and skills
Essential skills and knowledge:

• Some (1 to 3 years') experience working in a regional or global organisation providing desktop support services in a Microsoft environment
• Strong technical aptitude and a desire to learn, you should have a proven track record of developing your technical knowledge and applying new skills in a high paced environment
• Good analytical skills, with ability to solve complex problems and openness in sharing your knowledge and thinking with others
• Experience of ServiceNow or similar IT service management systems
• Some experience working in a professional services organisation

Desirable:

• Familiarity with MS Teams and O365
• Familiarity with technical software solutions from Autodesk, Bentley, Trimble, etc
• Familiarity with software solutions from Adobe, Bluebeam, Cisco, Symantec, etc

Required behaviours:

• Collaborative, consultative and effective in a consensus-based decision-making culture
• High energy, motivated, open-minded and willing to embrace innovation and new technology