Job Description

Desktop Support Engineer (Contract)

Duration: 6 Months (Possibility for extension)

Location: London/Hybrid (5 days per week on site for initial training and then 4 days thereafter)

Shift Pattern: Anytime from 7am to 6pm (Possibility for weekend over time)

Rate: A highly competitive PAYE Day rate is available for suitable candidates

Role Profile

Our client, a leading investment banking firm, is currently seeking a talented Desktop Support Associate to join their team in London. In this role, you will provide essential 2nd line IT support to their desktop and desk-side environments, ensuring the smooth functioning of their systems and operations.

Responsibilities:

• Provide English language support to colleagues across the business, keeping in mind the diverse cultures and languages within the organisation.
• Answer calls, create tickets, and escalate issues as required, while providing cover to the IT support contact number.
• Handle walk-up and email requests, dealing with tickets and escalating issues when necessary.
• Administer various IT environments, including PC build and configuration, application software, SCCM, and printing.
• Liaise, coordinate, and monitor escalations to 3rd level support groups, ensuring timely resolution of issues.
• Support the companies video conferencing environment as the primary point of contact.
• Perform daily checks of the office printer environment and conference/meeting rooms, logging tickets and escalating exceptions to 3rd level resolver groups.
• Support the systems infrastructure team when needed, including workstation and server builds, administration, configuration, and support.
• Maintain a high availability production environment and ensure that workstations and printers are fully operational at all times.
• Patch workstations and test/deploy patches to ensure environment stability.
• Monitor and manage incidents and service requests reported through the ticketing system, taking ownership and progressing towards resolution.
• Collaborate with third-party vendors/suppliers to troubleshoot and resolve issues.
• Coordinate and support the movement of desk-side equipment between desk positions, working closely with building services and 3rd level resolver groups.

Skills & Experience:

• Previous experience in providing 2nd line IT support in a similar role, ideally within the investment banking industry.
• Strong knowledge of MS Windows, Citrix Receiver, MS Office, and line-of-business applications.
• Familiarity with desktop and laptop hardware, video cameras, telephone handsets/headsets, and mobile phones.
• Experience with PC build and configuration, application software administration, SCCM, and printing.
• Ability to troubleshoot and resolve incidents promptly, and escalate when necessary.
• Excellent communication skills and the ability to provide support in a culturally sensitive manner.
• Strong organisational and time management skills, with the ability to prioritise tasks effectively.
• Ability to work collaboratively as part of a team and independently when required.
• Flexibility to undertake additional duties as reasonably requested.

Candidates will need to show evidence of the above in their CV in order to be considered.

If you feel you have the skills and experience and want to hear more about this role 'apply now' to declare your interest in this opportunity with our client. Your application will be observed by our dedicated team.

We will respond to all successful applicants ASAP however, please be advised that we will always look to contact you further from this time should we need further applicants or if other opportunities arise relevant to your skillset.

Pontoon is an employment consultancy. We put expertise, energy, and enthusiasm into improving everyone's chance of being part of the workplace. We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, and more. We do this by showcasing their talents, skills, and unique experience in an inclusive environment that helps them thrive.

As part of our standard hiring process to manage risk, please note background screening checks will be conducted on all hires before commencing employment.