Job Description (Brief Summary of the role)

This role is responsible for providing onsite/remote technical support for end users, including troubleshooting hardware and software issues, imaging and deploying devices, managing IT service tickets, supporting video conferencing tools, and maintaining IT asset inventory. The position also assists with infrastructure support, documentation, and daily IT operations while ensuring adherence to established service standards and best practices.

Project

You will work onsite at the client's London office, providing hands-and-eyes support as a resident tech.

Services

• Monitor and manage tickets, Resolving Incidents and Fulfilling Service Requests
• Analyze moderate to complex issues and take action to resolve, or route tickets to other IT resolver teams when necessary
• Build: Pre-stage, Image and Install PC's (Desktops and Laptops) and related hardware or software
• Troubleshoot and resolve end user hardware & software problems
• Provide expert level support in troubleshooting desktop peripherals in the environment (mobile devices (iPhones/Androids, peripherals, etc.)
• Process requests ie user provisioning, video conference setup, support, and other requests
• Create/Review/Retire documentation: Standard Operating Procedures and Processes for use by the Sompo Service Desk and IT desktop support teams and IT end user training content.
• Provide support to clients on software and hardware platforms
• Provide support to facilitate/moderate, with host/schedulers, Webex Events/Webinars
• Interface with vendors for service of PCs and related hardware
• Escalate complex issues as defined in standard operating procedures
• Maintain an accurate full office hardware inventory in our ITSM tool

Experience Required

Hardware & Software Troubleshooting

PC Imaging, Deployment & Installation

ITSM/Ticket Management experience (eg, ServiceNow)

Mobile Device Support (iPhone/Android)

Video Conferencing/Webex Support

Asset Inventory Management

Infrastructure Support knowledge

Strong customer service and communication skills

Ability to analyze and resolve technical issues independently

Experience supporting Windows-based environments

Knowledge of user provisioning and desktop peripherals

Documentation and SOP maintenance experience

Ability to work in an onsite/client-facing environment

CompTIA A+, Azure Fundamentals, or similar certifications preferred

This is inside IR35 (please supply your rate if applying)

A BPSS Clearance will be carried out