Job Description
This job is with St. James's Place, an inclusive employer and a member of myGwork – the largest global platform for the + business community. Please do not contact the recruiter directly.
The Role:
The role of the Technology Support Specialist is to provide outstanding technical support to users throughout the SJP community. On occasion there will be a project focused requirement where location support may be necessary.
What will you be doing:
* Resolving technical tickets via email, phone and face to face in line with target SLAs.
* Dealing with complex tickets & requests, recreating the problem, finding a solution and testing the outcome.
* Working In Tech Stop IT Drop In centre resolving customer Issues where required.
* Coaching and training of junior team members.
* Liaising with other SJP Technology teams and users to find solutions.
* Investigation into root cause of issues and working towards a fix forever.
* Creating knowledgebase articles for the team and Service Desk.
* Handling users' critical issues, concerns and VIP tickets
* Demonstrate the competence and knowledge required to have full permissions to make system changes.
Essential Criteria:
* Experience of providing user technical support in the current Windows environment
* Good understanding of systems and processes to provide support with increased permissions
* Sound knowledge of Microsoft Office 365 and components
* Good understanding of Operating Systems, Mobile devices and Peripherals
* Technically experienced with an understanding of the operational infrastructure
* Knowledge of networking and security practices including anti-virus.
Desirable Criteria:
* Exposure to of the finance industry
* Knowledge of ServiceNow, JIRA or other ticketing systems
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