* Triage incidents and service requests via phone, e-mail, Teams and Service Now.* Troubleshoot end-user incidents and, where possible, resolve upon first contact.* Accurately record and document all details of the incident or service request, including categorisation and priority, into Service Now.* The primary base of this role is to proactively work within the Service Desk team to support the EMEA region with various aspects of the role, supporting the company globally.* When incidents are raised, the job holder will need to quickly determine the severity of the issue with regard to business impact and technical complexity.* This role encompasses all areas of technology used within the EUC environment, including Microsoft, Apple, and a range of bespoke applications supporting both the trading desk and general IT infrastructure.* Day-to-day tasks will involve various aspects of UK, EMEA, and Global support, including AD management, workstation applications, deployment and maintenance, print management, patching, rollouts, video, video conferencing, as well as servers and software that support these functions where required. Predominantly PC but also Mac support.* The successful candidate will be able to demonstrate a technical proficiency and depth of experience across desktop-related technology such as Active Directory, TCP/IP, Windows Defender, Mobile Device Management, Microsoft SCCM, Company Portal, as well as an in-depth knowledge of the Microsoft operating system family.* Experience working with Call logging systems e.g. ServiceNow.* Build relationships with the escalation teams to ensure that IT-delivered services and end-user productivity goals are understood and met or exceeded.* Be an advocate for the end user to ensure he or she receives high-quality and timely service and support from the entire IT organisation.* Will be able to demonstrate strong problem-solving and organisational skills.* Initiate ideas to drive service improvements and efficiencies within the team.* Experience supporting a mobile workforce within a secure enterprise environment.* Experience in the general administration of AD & Office 365.* Microsoft Intune/Jamf or similar enterprise endpoint management tooling experience.* Windows 11, macOS, and Mobile Device support.* Experience supporting a Zscaler environment.* Remote Desktop Support.We believe that diversity is vital to success, it fuels creativity, drives innovation and sets us up for global success. We’re committed to building teams with a variety of perspectives and skills to help us realise our vision and strategy, that’s why we encourage applications from people with diverse backgrounds and experiences to join us on this journey. Learn more about our D&I approach .* Competitive salary* Flexible Benefits Package on top of your salary (12%)* Private medical cover for you and your family* Life insurance* Contribution to gym memberships* 25 Days holiday, with 1 additional day off to celebrate your Birthday & 2 additional days off a year for voluntary work (28 in total* The option to buy or sell holiday days.* Unlimited access to the LinkedIn Learning Platform* A comprehensive global and local onboarding process* Employee-led LGBTQ+, Women’s, Black and Parents & Carers networks with an annual budget for organising events & projects that foster an open, diverse and inclusive culture* Enhanced primary (maternity), secondary (paternity), and shared parental pay and leave, as well as a range of support and benefits for parents* Option to participate and create ESG initiatives based on IG Brighter Future Fund
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