ISM Technician

N Consulting Limited; Greater London; On-site; GBP 30,000 - GBP 40,000; Full time

Job summary

A UK-based technology consulting firm is looking for a professional to manage Business As Usual (BAU) Technology tasks, including hardware inventory management and IT relocation project support. The ideal candidate should possess excellent communication and customer care skills, alongside technical troubleshooting abilities. You will work independently and in teams, striving for high standards of service delivery in a fast-paced environment. This role may require additional hours during project peaks.

Qualifications

• Proven ability to work independently and as part of a team.
• Experience in the financial industry is advantageous.
• Understanding of ITIL Service Support and Delivery methodologies.

Responsibilities

• Manage hardware inventory and ensure stock levels are monitored.
• Monitor ticket queue and manage requests to completion.
• Support hardware decommissioning and business moves.
• Perform basic troubleshooting and deploy equipment for new hires.
• Work outside business hours for equipment installation and configuration.

Skills

Excellent communication skills

Customer care skills

Organizational skills

Problem-solving skills

Ability to work under pressure

Technical troubleshooting

Education

Industry standard certifications (MCSA, A+, Network+, CCENT, CCT)

Experience in the financial industry

Tools

Windows operating system

Help desk call management system

Microsoft technologies

Networking (WAN, LAN)

Shell scripting (PowerShell, Perl)

Job description

Overview

Purpose: Responsible for the successful delivery of all BAU Technology and Voice tasks. Instrumental role for the successful delivery of IT relocation projects, undertaking the full audit and preliminary works promptly and to the highest standards.

Responsibilities

• Hardware Inventory Management ensuring stock levels are constantly monitored.
• Hardware request and receipt through our internal ordering system.
• Actively monitoring the ticket queue and managing requests through to completion.
• Supporting events like annual Power down – post desk checkouts (PC/monitors/Mouse + Keyboard/desk phone/headset/webcam).
• Supports hardware decommissioning events.
• Supports Business moves / changes – ensure involvement in early stages of planning.
• Managing escalations through to conclusion.
• Manage client expectations.
• Setup and installation of Temporary training rooms / Office wide events - Expo's.
• Comms room patching.
• Supports work from home hardware requests.
• Ensure that policies and guidelines relating to overtime and expenses are adhered to. All local guidelines for cost control are adhered to.
• Manage own workload to ensure that assigned activities are completed within targets defined within SLA’s/OLA’s.
• Demonstrate high levels of customer care behaviours at all times and adopt an approach that shows consistent commitment to providing a customer focused quality service.
• Work across lines of service to ensure a coordinated approach to providing support for the customer.
• Actively participate in a program of Continuous Service Improvement taking ownership of actions that deliver results.
• Perform basic troubleshooting, system upgrades and replacements for employees.
• Deploy equipment for new hires and refreshes and collect equipment from offboarded employees.
• Evaluate user requests and requirements and recommend effective technological solutions.
• Install, configure, and troubleshoot hardware, including desktops, laptops, and peripherals.
• Will be required to work outside business hours and participate in additional weekend work.
• Image/re-image computers, configure IP phones and mobile phones.

Key Attributes

• Proven ability to work independently with little supervision as well as in a team environment.
• Excellent communication, interpersonal and customer care skills.
• Ability to work well under pressure and to tight timescales.
• Strong organizational and problem-solving skills.
• Knowledge of Windows operating system, applications, and computer hardware.
• Interacting with other support groups across multiple platforms.
• Experience using a help desk call management system.
• Technical grasp of strategic platforms such as Microsoft, Networks and Security, WAN, LAN.
• Industry standard certifications a plus (MCSA, A+, Network+, CCENT, CCT).
• Shell scripting experience a plus (Windows PowerShell, Perl, Windows cmd line).
• Experience in the financial industry.
• An understanding of ITIL Service Support and Delivery disciplines and methodologies.
• Focus on customer service.