Job Description
We are seeking a skilled and detail-oriented Level 2 Service Desktop Engineer to join a financial services client. The ideal candidate will have strong technical expertise in IT support, service delivery, and infrastructure management, along with a comprehensive understanding of ITIL processes. This position requires someone who is proactive, solution-oriented, and able to efficiently manage multiple IT service-related tasks in a fast-paced environment.
Key Responsibilities:
- IT Service Delivery & Infrastructure Support:
Provide second-line support for all IT-related incidents, requests, and issues raised by end users, ensuring timely and effective resolutions. Collaborate with other IT teams to resolve complex issues. - ITIL Process Adherence:
Demonstrate a solid understanding of ITIL processes related to IT service delivery and infrastructure management. Apply ITIL best practices for incident management, problem management, and change management to ensure efficient service delivery. - User ID Management:
Manage user identities and access permissions within Active Directory, including user account creation, deletion, modification, and regular reporting to ensure accurate and up-to-date user access. - PC & VDI Support:
Provide end-user support for Windows 10 operating systems and desktop environments, including Virtual Desktop Infrastructure (VDI) support. Troubleshoot hardware and software issues and ensure optimal performance. - Network Support:
Understand and assist in basic network configurations and troubleshooting, including TCP/IP, DHCP, and DNS. - Service Desk Management:
Utilize Service Desk tools to log, manage, and escalate tickets as required. Ensure accurate and timely updates on ticket statuses, maintaining a high level of service excellence. - Audit Evidence Capture:
Assist in capturing and maintaining IT audit evidence as required, ensuring compliance with internal policies and external regulatory standards. - Daily IT Status Management:
Complete the morning IT status checklist, ensuring systems are operational and key tasks are completed for the day. - Backup Management:
Oversee the daily, weekly, and monthly tape backup procedures to ensure all critical data is appropriately backed up and retrievable when required. - IT Reporting:
Generate and contribute to monthly IT status reports, highlighting key issues, resolutions, and performance metrics. - Scripting and Automation:
Develop and maintain shell scripts (PowerShell, Python) to automate routine tasks and improve IT efficiency. - Communication and Collaboration:
Maintain clear communication with team members, stakeholders, and end-users. Provide detailed and concise updates on issue status, resolutions, and recommendations.
- Education and Certifications:
A relevant tertiary qualification or certification in IT or a related field is desirable. - Technical Skills:
- In-depth knowledge of Windows 10 operating systems and desktop support in VDI environments.
- Basic understanding of networking concepts (TCP/IP, DHCP, DNS).
- Experience with Active Directory (user management, reporting).
- Proficiency in using Service Desk tools for ticket creation, management, and escalation.
- Experience with IT audit evidence capture and reporting.
- Scripting Skills:
Experience with shell scripting (PowerShell, Python) to automate processes and enhance system management. - Problem-Solving and Troubleshooting:
Strong troubleshooting skills, with the ability to resolve complex technical issues in a timely manner. - ITIL Process Knowledge:
Understanding of ITIL processes related to service delivery and infrastructure management, with the ability to apply these practices in day-to-day tasks. - Backup and Reporting:
Experience in managing tape backups and generating IT status reports on a monthly basis. - Communication Skills:
Excellent verbal and written communication skills, with the ability to interact effectively with technical and non-technical users.
- ITIL certification (Foundation level or higher)
- Relevant certifications in IT support (e.g., CompTIA A+, Microsoft Certified: Windows 10, etc.)
- Previous experience in the financial services sector or a regulated environment.
