1st Line Service Desk Technician

Job Introduction

UKTOI is responsible for providing support to our UK Branch office network as well as our London and Manchester UK offices. The 1st Line Service Desk team are responsible for logging and prioritising all IT support jobs received. Ideally providing a first time fix or where applicable routing/escalating incidents to the correct IT support groups.

The ideal candidate would have a very high level of customer service experience and ideally past experience working in a Service Desk/IT Support environment. Good interpersonal and communication skills both in written and spoken English will be required as well as good attention to detail.

The individual will be based in the London Head Office. Shift work will be required and this will be split across three different shifts, covering between the hours of 8am to 6pm. The applicant must be willing to work overtime to perform tasks which cannot be carried out during normal business hours. The role will report directly into the I.T. Operations Manager.

Main Responsibility

• Logging and prioritizing jobs – internal calls/ITSD mailbox/IT Hub tickets
• 1st Line technical support – Incident Management/Request Fulfilments/Problem Management
• Providing excellent customer service to the business
• User password resets
• A/D permissioning - Grant access to folders/applications
• Managing hardware lifecycling
• Undertaking colleague IMACs (Installs, Moves, Adds, Changes)
• Admin support for IT Order/UK Store portal – internal systems
• Admin support IT Hub – internal system
• Shift Cover – Providing support from 08.00-18.00 (08:00-16:00, 09:00-17:00, 10:00-18:00)
• JML process – Joiner, Mover & Leaver Activities

The Ideal Candidate

• Previous Service Desk/Customer Service experience
• Knowledge of PC/Laptop hardware support
• Knowledge of Windows 10 Support
• Knowledge of IPhone/tablet, Airwatch support
• Knowledge of Microsoft Suite of applications
• Basic Knowledge of Lotus Notes, Active Directory, HP Service Manager, WAN/LAN
• Working within SLA’s

Package Description

Competitive + Benefits

About the Company

Handelsbanken is a relationship bank with a decentralised way of working, a strong local presence thanks to a nationwide network of branches, and a long-term approach to customer relations. Each Handelsbanken branch operates as a local business enabling it to make decisions at a local level and provide a bespoke service. The focus is always on the need of the individual customer and not on the sale of specific products.

The Bank is deeply committed to embedding good equality and diversity practice into all of our activities. This is so that we are an inclusive, welcoming and inspiring place to work that encourages everyone to apply, regardless of socio-economic background, age, disability, pregnancy and/or parental status, race (including colour, nationality, and ethnic or national origin), veteran status, marital and civil partnership status, religion or belief, sex, gender reassignment or sexual orientation.