Service Desk Technician

Join Close Brothers Asset Management Service Desk Team where you will apply acquired technical skills and knowledge related to specific areas of the business in order to enhance services, and provide first and second line technical support to users. RESPONSIBILITIES

• Log service requests both incoming and outgoing onto bespoke application for monitoring and auditing of workload
• Point of contact for end-users in respect of service requests or issues with the IT services
• Provide first and second line technical support to users
• Diagnose, troubleshoot and resolve issues submitted to the IT Service Desk
• Coordinate efforts with local CBAM IT Desktop Support and Infrastructure (Northwich, London, Glasgow) in raising/handling service requests and change requests ensuring efficient and timely resolution and delivery
• Coordinate efforts with Business Support and IT App Support in raising/handling service requests and change requests ensuring efficient and timely resolution and delivery.
• Raise/Escalate tickets with third party providers on issues related to data, voice and data network, packaged applications and bespoke IT applications and services
• Support users in their understanding on all systems
• Assist with IT and business management in facilitating routine Disaster Recovery / Business Continuity tests
• Requirement and willingness to perform ad-hoc duties dependant on change in business requirements
• Answer incoming calls to the IT Service Desk and maintaining the friendly face of IT
• Respond to emails received in IT Service Desk mailbox.
• Resolve as many service requests as possible whilst maintaining quality of service to end users
• Keep reporting line aware of any service requests that will not meet currently set deadlines
• Run and complete daily procedures against checklist
• Within the IT Services team, each technician may be required to provide cover for other sections and to this end adequate training will be provided
  
  Certified to ITIL v4 Foundation Level
• Experience of working within a technical help desk / 1+ years previous user support experience (preferable but not essential)
• Proficient in Microsoft Operating Systems and Office Applications
• Some knowledge of the following would be welcome but not essential as a trainee:
• Knowledge IT Service Desk tools
• Basic knowledge of Active Directory and Exchange
• Basic understanding of network infrastructure
• Basic understanding of remote access services (e.g. VPN, remote desktop, etc.)
• ITIL IT Service Management foundation qualification
• Knowledge of / awareness of supporting business systems: CRM, Document Management, Intelligent Office and Web services
  
  As an employer, Close Brothers Asset Management is committed to equality and valuing diversity within its workforce. We provide equality of opportunity and will aim to ensure that no employees or candidates are subject to discrimination on grounds of any characteristics including but not withstanding gender, gender identity, marital status, sexual orientation, race, colour, nationality, religion, age, disability, working pattern, caring responsibilities, political beliefs.
We appreciate that from time to time, recruitment agencies will have speculative CVs that they may wish to submit to our Talent Acquisition team in relation to a specific role. To avoid any ambiguity around fees, please note that speculative CVs received by Close Brothers, that have not been authorised in advance, by us, will be ineligible for an agency fee. Thank you. #LI-EM1 We are the Asset Management division of Close Brothers, a FTSE 250 leading UK merchant banking group. Our clients are professionals, business owners, individuals, families, and employers, who rely on our high-quality financial advice and investment services to preserve and grow their long-term savings and investments. We are based throughout the UK, employing circa 800 people across 11 offices. Through our widespread geographic footprint, we are able to achieve strong, long-term relationships with our clients, by combining our understanding of the local regions we serve and face-to-face services. We know that outstanding individuals help drive our business forward, deliver exceptional service for our clients and continue to build Close Brothers' long standing reputation as a leading merchant banking group. Close Brothers Group