Associate Engineer, Service Desk at LSEG
Applications are invited for all candidates to fill the Associate Engineer, Service Desk Job Opening at LSEG
Closing Date : 30/09/2021
Role Profile
Department Description
The Service Desk provides a single point of contact for reporting and managing incidents, problems and requests between customers, IT services and third-party support organisations. It is responsible for running the Incident Management process to high standards, operating on the principle that customer satisfaction and perception is critical to success.
Role Description
The Associate Administrator, Client Support is expected to contribute to the effective operation of the Incident Management process by accepting ownership of service requests for support and ensuring they are resolved to the customer’s satisfaction within agreed service levels, promoting confidence that customer’s requests are not forgotten.
Key Responsibilities
Successfully manage and deliver project aspects.
Troubleshooting issues arising from Windows 10 migration
Troubleshooting issues arising from Office 365 migration
Escalation of issues to 2nd or 3rd Line Support
Document fixes
Provision of appropriate documentation and controls
Ensure all activities are completed effectively and in accordance with Change Lifecycle and adoption of company project methodology. Responsibilities include: change control, maintenance of files, document control, actual data collection and forecasting, updating of plans, administration of quality reviews, meetings support, minute taking and standards reporting.
Ensure completion and appropriate storage of all documentation.
Ensure completion of weekly Status Update Report
Client Liaison
Liaise where required with IT & Business in order to assist with the dissemination of information to external clients as appropriate.
Team Responsibilities
Project team management
Work and agree with Management and Technical Leaders the necessary performance metrics for the delivery of any associated Work Packages.
Exercise sound management skills in all dealings with project members and non-project stakeholders including but not limited to the skills of: influencing, negotiating, conflict resolution, performance enhancement, and error correction.
Ensure assigned staff are aware of their responsibilities within the project, and provide input where applicable for assignment reviews on completion Project Activities.
Interface with BSL teams such as Service Acceptance, Service Management/Design, and Application Support in order to deliver pre-identified Production related products in line with the CLC.
Attend Change Management Committee and Change Acceptance Board along with Project & Development Managers post testing and pre Go-Live to promote changes.
Interface where applicable with Development & Test Managers, in order to identify and agree the pinch points for delivery. (What are the support expectations during development & test phases).
Strives to build positive working relationships, inside & outside own team. Treats all colleagues with respect and encourages colleagues to work effectively together. Willing to take on additional work to help others.
Key Behaviours
Leadership/direction
Excellent leadership and team building Hands on, can do attitude. Must be prepared to lead by example to drive delivery.
Ability to set, agree and evaluate clear objectives, identify potential impact of changes.
Influence IT areas and Senior Managers into making successful IT decisions.
Customer focus
Attention to detail, seeks to help and co-operate with customers in order to develop productive, professional relationships with Customers (internal/external).
Problem solving and Decision Making
Resolve unusual or highly complex problems, with the involvement of others as required. Able to identify solutions and explore alternatives outside familiar approaches.
Result orientated
Develop logical, realistic plan to meet objectives. Tenacious and delivery focused in approach. Continually seeks to make the area in which they work more efficient and effective. Continually strives to make the area in which they work more efficient and effective.
Effective Communication skills
Excellent written and oral skills, clear and concise, keeps manager informed of work progression at sensible intervals. Engage; manage vendors and third parties as appropriate.
Seeks opportunities for self development
Ensures their skills and knowledge are up to date. Welcomes opportunities to learn.
Candidate Profile / Key Skills
Excellent knowledge of Windows 10 and other Windows builds
Excellent knowledge of Windows Server & Active Directory
Excellent knowledge of SCCM
Excellent knowledge of Active Directory migrations
A solid understanding of TCP/IP network concepts and network trouble-shooting;
Experience in maintaining systems in enterprise class data center environments.
People are at the heart of what we do and drive the success of our business. Our culture of connecting, creating opportunity and delivering excellence shape how we think, how we do things and how we help our people fulfil their potential.
At LSEG we embrace diversity and actively seek to attract individuals with unique backgrounds and perspectives. We break down barriers and encourage collaboration, enabling innovation and rapid development of solutions that make a difference. Our workplace generates an enriching and rewarding experience for our people and customers alike. Our vision is to build an inclusive culture in which everyone feels driven to reach their potential.
We know that real personal growth cannot be achieved by simply climbing a career ladder – which is why we encourage and enable a wealth of avenues and interesting opportunities for everyone to broaden and deepen their skills and expertise.
LSEG are committed to supporting emotional, physical, financial and societal wellbeing. Our tailored benefits are a key part of this commitment and we offer colleagues a range of support from healthcare and retirement planning to paid volunteering days and consumer discounts.
We also make reasonable accommodations for applicants and employees with disabilities. If an accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please make your recruiter aware, we want to ensure you perform at your best.
As a global organisation spanning 70 countries and one rooted in a culture of growth, opportunity, diversity and innovation, LSEG is a place where everyone can grow, develop and fulfil your potential with purposeful careers.
Please take a moment to read this privacy notice carefully, as it describes what personal information the London Stock Exchange Group (LSEG) (“We”) may hold about you, what it’s used for, and how it’s obtained, your rights and how to contact us as a data subject .
If you are submitting as a Recruitment Agency Partner, it is essential and your responsibility to ensure that candidates applying to LSEG are aware of this privacy notice.
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