Key Responsibilities
* Act as the primary point of contact for all IT requests and issues within the London office, providing face-to-face support to staff, partners, and directors.
* Deliver high-quality IT support and outstanding customer service in a fast-paced, high-pressure environment.
* Manage and resolve major IT incidents within the London office, ensuring timely communication and resolution.
* Handle incoming calls from internal clients (employees and partners) and occasional external parties, meeting KPI and SLA targets.
* Log and manage all incidents in the IT Service Management tool, ensuring accurate and comprehensive documentation throughout the lifecycle.
* Adhere to departmental and firm-wide policies and procedures, including ISO27001 standards and ITIL best practices.
* Serve as an escalation point for complex tickets, providing efficient resolutions and feedback to the team.
* Mentor 1st line analysts, supporting their development and integration into TLT.
* Maintain and enhance Knowledge Base documentation, including reviewing, updating, and creating articles.
* Attend monthly team meetings at our Bristol Head Office.
* Participate in problem and major incident management to identify pain points and recommend training initiatives.
* Produce performance reports for your allocated office to highlight process gaps and improvement opportunities.
* Conduct stock audits and manage procurement of missing equipment.
* Support office setups and post-completion floor walking to ensure stakeholder satisfaction.
* Manage location-specific escalations that cannot be resolved remotely.
Skills and Experience
* Proven experience in a professional, high-volume IT Service Desk environment.
* Exceptional customer service skills, with strong verbal and written communication abilities.
* Ability to build effective relationships at all organisational levels and work collaboratively as part of a team.
* Resilient and adaptable, capable of thriving in a high-pressure environment.
* Highly self-motivated and able to work independently, taking full ownership of IT support for your assigned office.
* Strong conflict resolution and problem-solving skills.
* Demonstrated ability to manage complex tickets and deliver comprehensive resolutions while keeping stakeholders informed.
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