Workspace Support Technician

Job Description

The Workspace support Technician role is all about empowering users and ensuring they have a seamless experience with technology in the workplace. Whether it's troubleshooting technical issues, setting up new equipment, or optimizing applications, this role is essential in creating a supportive and efficient work environment. 

As a Desktop Support Technician, you'll be at the forefront of delivering top-notch IT services tailored to meet the diverse needs of our team. Your expertise in IT service management will be crucial in ensuring that every user receives prompt and effective assistance, all while maintaining a friendly and approachable demeanor. 

Communication skills are key in this role, as you'll be collaborating with colleagues and providing guidance to users of all levels of technical proficiency. Your openness to new ideas and dedication to continuous improvement will help us stay ahead of the curve and deliver even better support to our team. 

Responsibilities 

  • Provide first-level technical support to end-users for end user computing, applications, and network-related issues. 
  • Respond to and resolve help desk tickets in a timely manner. 
  • Configure, deploy, and maintain laptops and related hardware. 
  • Install and update applications on end-user computing devices. 
  • Diagnose and resolve hardware issues, including laptops, printers, and other workplace peripherals. 
  • Coordinate repairs or replacements for faulty hardware. 
  • Assist end-users with installation, configuration, and troubleshooting of company applications. 
  • Provide guidance on application usage and best practices. 
  • Create and manage user accounts, permissions, and access rights. 
  • Reset passwords and assist with account-related issues. 
  • Maintain accurate and up-to-date documentation of hardware and software configurations. 
  • Contribute to knowledge base articles for common issues and and solutions. 
  • Keep track of IT assets, including laptops, and peripherals. 
  • Assist in maintaining an organised IT inventory and following asset management procedures. 
  • Proactively identify opportunities to enhance the customer experience. 
  • Participate in ongoing training to stay updated on product features and industry trends. 
  • Seek continuous improvement in technical skills and knowledge. 

Qualifications

Qualifications 

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 

  • 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. 

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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