IT Systems Support Technician

Overview of role

Office: Guernsey (On-Site)

This role operates at the second tier/level within the Global IT Helpdesk team and serves as the intermediate escalation path for internal team members when triaging and supporting our customers and partners. The role is therefore aimed at those with a wide variety and diversity of support experience and skillsets internally within the Helpdesk function or those with significant experience outside of the Company. The ideal candidate is someone who has 1-3+ years of experience within a global IT team predominately at the Helpdesk. They should also be familiar with providing support to all levels of an international corporate enterprise up to and including certain C-level executives. The successful candidate will be someone who has a well-rounded level of excellence in customer service, exemplary interpersonal skills and a tenacious desire to solve problems and provide solutions. The successful candidate will also be a trusted partner for customers and colleagues alike who require assistance across the broad swathe of supported items at the Helpdesk.

Duties, Responsibilities & Person Specification

• Delivering excellent customer service across the Walkers global enterprise. Responsible for ensuring customer and partner escalations are dealt with on order of priority and business interests.
• Works at the Helpdesk 90% of the time responding to customer tickets, walk-up and direct contact messaging and phone calls. Records all customer interactions in Helpdesk ITSM tool.
• Champions standardisation, change and automation. Works with tier 3/Lead Helpdesk colleagues and partner teams to reduce redundant workloads and drives for better collaborative approaches to repetitive issues.
• Triages and prepares documentation for internal and customer-facing use and ensures curation by experienced Helpdesk colleagues. Subject matter expertise in all Helpdesk-supported applications. Receives escalations from customers and Helpdesk colleagues and triages ahead of escalation if necessary to more senior Helpdesk colleagues or occasionally to partner teams. Champions initiatives to constantly improve partnership and escalation policies.
• Assists in the day-to-day prioritisation of work alongside the Helpdesk leadership. 
• Occasionally supports Helpdesk leadership and peers in the creation and development of operational metrics as defined by the Helpdesk and overall organisational leadership team.
• Assists Helpdesk colleagues with routine tasks including IT New Hire Orientation and Onboarding, Employee and Contractor Offboarding, hardware provisioning and asset management, vendor engagement where appropriate for the purposes of escalation of support.
• Participates in out-of-hours support rotations as agreed by Helpdesk and IT leadership. (up to 12 weekend shifts per year)

Education, Skills & Experience

• A bachelor's degree in an IT related discipline and at least one year of experience in a similar systems support role. Applicants with 3+ years' experience of working on a busy IT Helpdesk within the legal industry, are also invited to apply.
• Advanced knowledge of current Microsoft Windows operating systems (desktop and server), Microsoft Active Directory, Intune, Entra ID, and fundamental understanding of networking and communications technologies.
• Experience with the support, management and provision of mobile devices on the iOS platform.
• Working knowledge of other Microsoft technologies including Microsoft Exchange, Teams, SharePoint, Azure Cloud, Group Policy, and SCCM.
• Some knowledge of law-firm and corporate services technologies may be an advantage, such as ViewPoint, Aderant toolsets and iManage.
• Appreciation of ITIL or similar service management frameworks. Good understanding of cyber security principles and best practice.
• Excellent interpersonal skills and ability to work and interact with all levels of the global organisation
• Reliability, attention to detail and a high-degree of common sense approaches to problem solving.
• The ability to work both independently and as part of a team, and to be proactive in the resolution of incidents and service requests.

SPECIAL REQUIREMENTS

• This is a full-time on-site position – hybrid working or remote working is not available due to the business expectation of in-person support. The successful candidate will be required to be in-office 5 days per week during business hours or as part of a defined rotation. Weekend shifts are possible to be conducted remotely. Ability and willingness to occasionally work outside normal working hours/days when requested and in line with organisational objectives. Travel to regional offices if required.

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