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Job Description
N.B. This role is based in Sir John Rogersons Quay.
As a Desktop Support Technician, you'll be the first point of contact for technology support, helping our users with their everyday technical issues. You'll have diverse responsibilities, from solving hardware and software issues to setting up new equipment and training users on best practices.
You will be responsible for delivering the business with high-quality customer service and end user support. This role will suit an experienced Desktop Support Technician or a highly skilled and technical graduate who has a strong interest in IT support and administration.
The Desktop Support Technician is also responsible for following local service management procedures including incident management, asset management, and providing services to end users through the JML process. In this customer-focused role, you will ensure IT services are delivered to a high standard and meet the needs of the business across the location. You must have a solid understanding of IT service management principles and best practices, as well as excellent organisation, communication, and people skills.
You will be a social, interactive, confident communicator, open-minded, proactive, approachable, and open to ideas, learning, and discussing innovative approaches. You will be able to have conversations about everyday events and support the business with its challenges to focus on continuous improvement.
Responsibilities
- Help end-users with computing, applications, and network issues
- Resolve help desk tickets quickly
- Set up and manage laptops and other hardware
- Install and update applications on devices
- Fix hardware problems or get new ones
- Help end-users with company applications
- Manage user accounts and access rights
- Reset passwords and solve account issues
- Document hardware and software settings
- Write knowledge base articles for common issues and solutions
- Track IT assets, including laptops and peripherals
- Organise IT inventory and follow asset procedures
- Improve customer experience
- Learn new product features and industry trends
- Seek continuous improvement in technical skills and knowledge
Key competencies for this role include
- Global perspective
- Collaborates
- Instils trust and acts with integrity
- Action Orientated
Key behaviours we expected to see
- Relationship building and Team working
- Taking ownership
- Prioritisation
- Resilience
- Problem solving, proactivity, accuracy, and flexibility
- Self-confidence
- Communication
- Excellent attention to detail
Qualifications
Required Experience
Location
- Willing to work on site during busy and quiet times, handling site administration, support, and making sure workplace technology is always functioning properly
- Driving license would be preferred
Education / Professional qualifications
- An associate degree or relevant certification in Information Technology or a related field is preferred
- Working towards an ITIL, CompTIA A+, or relevant vendor specific certification
Background Experience
- 2 years of experience in a desktop support or a Service Desk support role
- Hands-on experience with laptop troubleshooting
- Excellent communication and interpersonal skills
Technical Expertise
- Solid understanding of deskside systems (Windows, MacOS)
- Familiarity with Microsoft Office suite and common business applications
- IT Service Management (ITSM) platforms including ServiceNow or ManageEngine
Company, product, or market knowledge
- Experience working in a complex, multi-country professional services, financial services, or BPO organisation with complex processing requirements (preferred but not essential)
- Multi-country experience and demonstrated ability to work in a multi-cultural, talented, and demanding team environment
- Strong program management skills
- Excellent communication skills in both written and oral form, with the ability to communicate effectively with staff members, customers, suppliers, and the management team
- Ability to make decisions, act, and get results
- Passion, dynamism, and drive
- Robust sense of humour
- Personal presence, integrity, and credibility
- Ability to solve problems either independently or by utilising other members of the team where necessary
- Experience working in a complex and demanding environment
- Strong program management and communication skills
- The ability to work independently and as part of a team
- A positive attitude and a strong work ethic
Additional information
OUR COMMITMENT TO YOU AND THE ENVIRONMENT
As a forward-looking business, sustainability is integral to our strategy and operations. Our sustainability depends on us building and maintaining meaningful, long-term relationships with all our stakeholders – including our employees, clients, and local communities – while also reducing our impact on our natural environment.
There is always more we can, and should do, to improve – whether in relation to our people, our clients, our planet, or our governance. Our ongoing success as a business depends on our sustainability and agility in a changing and challenging global landscape. We’re committed to fostering an inclusive, equitable and diverse culture for our people, led by our Diversity, Equity, and Inclusion steering committee.
Our learning and development programmes and systems (including PowerU and MyCampus) enable us to invest in growing our employees’ careers, while our hybrid working approach supports our employees in achieving balance and flexibility while remaining connected to their colleagues. We want to empower our 5,500+ employees - from 94 nationalities, speaking 41 languages across 25 countries - to each achieve their potential. Through IQ-EQ Launchpad we support women managers launching their first fund, in an environment where only 15% of all private equity and venture capital firms are gender balanced.
We’re committed to growing long-term relationships with our clients and supporting them in achieving their objectives. We understand that our client’s sustainability and success leads to our sustainability and success. We’re emotionally invested in our clients right from the beginning.
Company description
ABOUT IQ-EQ
We’re a leading Investor Services group offering end-to-end services in administration, accounting, reporting, regulatory and compliance needs of the investment sector worldwide.
We employ a global workforce of 5,500+ people across 25 jurisdictions and have assets under administration (AUA) exceeding US$750 billion. We work with 13 of the world’s top 15 private equity firms.
Our services are underpinned by a Group-wide commitment to ESG and best-in-class technology including a global data platform and innovative proprietary tools supported by in-house experts.
Above all, what makes us different is our people. Operating as trusted partners to our clients, we deliver intelligent solutions through a combination of technical expertise and strong relationships based on deep client understanding.
We’re driven by our Group purpose, to power people and possibilities.
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