IT Support Technician

About the role

Harneys is seeking an IT Support Technician to join our team in London office.

What you'll be doing

The IT Support Technician will provide remote support to colleagues globally, however there will be desk side or meeting room support required on premise. The team will need to work together to ensure that where possible the support hotline always has coverage.

Who you'll be working with

The role will be reporting into our Head of IT, who is based in Singapore and will work closely with the wider IT team globally.

Responsibilities

• Log support requests in ServiceNow.
• Create ServiceNow requests for requests taken by phone, email, text or in person
• Make certain that all tickets are acknowledged and responded to in a reasonable amount of time, even if they are not possible to resolve on first contact.
• Provide regular updates to the requestor on their tickets regardless of progress made.
• Ensure that tickets have appropriate categories assigned, correct status is applied, and priority is clear.
• Maintain an accurate audit trail on the ticket.
• Escalate issues that are not possible to resolve due to knowledge or access to 2nd line support, or if the guidance states escalate to the appropriate team such as IT Infrastructure or IT Applications & Development, or external supplier support
• Support your global team by assisting them.
• Prepare desk set up for new joiners, and clearing equipment from leavers
• Assist with the maintenance of inventory, including toner and ink for printers
• Keep IT stock organised so that the local team know its status (available, pending assignment, pending repair).
• Public holidays except for Christmas and Easter are covered by the team, we offer a day in lieu or overtime.
• Weekend on call cover is covered on a rotational basis by all IT Support team members.

Requirements

• Previous IT experience is preferred
• Proficiency with MS Office 365 Suite
• Experience with the configuration of Mobile devices would be beneficial
• Flexibility to work outside normal office hours to provide global support

Soft Skills

• Analytical & troubleshooting mindset.
• Communication (written & verbal English), interpersonal & customer service skills.
• Ability to work and exercise reasonable judgement under minimal supervision.
• Willing to maintain self and team awareness of IT and company policy and procedure.
• Professional demeanour.