3rd Line Desktop Support recruitment
Main responsibilities
Service Provision
- Implement solutions for day to day user incidents requests, according to SLAs in place (3rd line)
- User data administration : share creation, rights administration, tools creation/support etc
- Manage/follow projects according to IT strategy.
- Administration of Active Directory (GPO, groups management), DHCP, DFS, SMS, Anti-virus and Printer infrastructure.
- Validation, packaging and deployment of applications (new or update).
- Hardware validation (desktop, workstation, laptop, screen, printer).
Business Liaison
- Ensure that there is a good flow of information between the business lines (our users) and the other IT Helpdesk teams, skill teams (Market data team, Network team, …) IT business lines (IT dedicated per business line)
- Ensure good level of participation communication with OPE and ENG teams worldwide.
Strategy and technical adherence
- Active participation in creation of documentation and presentations to ensure that information is disseminated throughout the EUS (End Users Services) team.
- Ensure adherence to IT standards, permanent supervision Security guidelines/policies through active enforcement.
- Completion of personal daily time-tracking tool entries.
Degree of autonomy
Level of authority
Details of any delegations, autonomy : N/A
Internal external contacts
- External: Main providers such as Microsoft, HP, Dell … and application provider (Reuters, etc…)
- Internal:
- Peers within the ITEC organisation
- Business users/clients
- Helpdesk Managers ( deputy), Desktops Users Services teams, Technical experts
CANDIDATE PROFILE
Past experience
- Essential : 2-5 years Desktop Support Analyst experience
- Desirable : 1-2 years support experience in a Financial / Investment Banking environment
Languages
- Fluent English
- French (not mandatory)
Technical skills
Essential :
- Windows XP client specialist : Troubleshooting (registry level) installation
- Knowledge on development : VBScript, Web, XML, ASP, etc …
- Remote access dial up skills : Troubleshooting
- Windows Infrastructure fundamental knowledge and troubleshooting : server, network, Active Directory, DNS, DHCP
- Knowledge on SMS infrastructure (deployment, inventory)
- Ms Office suite : Expert level for Excel, Basic level for Word, PowerPoint Access
Desirable :
- Lotus Notes skills : Troubleshooting (not essential / working knowledge)
- Market data products knowledge : Reuters Bloomberg troubleshooting
- Citrix Client : Troubleshooting
- Knowledge on MSI packaging
- SMS platform administration
Personal abilities
- Excellent verbal (and written) communication skills
- Client focus approach
- Reactivity Dynamism
- Excels within team environment
- High level of self motivation
- Proactive innovative approach
August 19, 2011
• Tags: 3rd Line Desktop Support recruitment, Information Technology careers in the UK • Posted in: Financial