Senior Service Desk Support Technician

Role Overview:

You will be responsible for providing technical support including diagnosis, analysis, repair, set-up, and configuration. Additionally, you will assume end-to-end support ownership of the 8 Workspace service towers which include E-Comms (Messaging), Active Directory, Unified Communications & Collaboration, Desktop Engineering, Mobility, EFSS, Video Conferencing, and Web Tools. Your role will involve articulately responding to client questions, concerns, and complaints, as well as keeping clients informed on request status. It is crucial to ensure proactive monitoring of all workspace systems to identify and mitigate issues before they manifest into audit concerns or business impact. Your focus will be on maintaining the health and robustness of workspace systems to provide global business agility, stability, and continuity. You will be required to document the design and implementation record of workspace systems in a structured and consistent manner for relevant teams to consume accordingly.

Key Responsibilities:

• Provide technical support including diagnosis, analysis, repair, set-up, and configuration.
• Assume end-to-end support ownership of the 8 Workspace service towers.
• Articulately respond to client questions, concerns, and complaints.
• Keep clients informed on request status.
• Ensure proactive monitoring of all workspace systems.
• Document the design and implementation record of workspace systems.
• Record all client incidents or service requests in the automated Service Desk system.
• Update information on a timely basis and ensure quality and detail for the next steps in incident resolution.
• Experience with UEM/Dynamics, SCOM, SCCM, and other relevant technologies.
• Experience with delivery and support of audio and videoconferencing systems.
• Demonstrable action taker attitude and responsiveness to business requests.
• Excellent command of digital tools for project and task management.
• Excellent communication skills (Email, phone, IM) and verbal presentation skills.
• Ability to work well in a team and demonstrate good interpersonal skills.
• Proficient in written and spoken English.
• Microsoft MCSE or MCP certification will be an advantage.
• Experience in an investment bank or regulated industry will be beneficial.

Qualifications Required:

• Experience with UEM/Dynamics, SCOM, SCCM, Quest ActiveRoles Server, Quest Password Manager, Quest Analytics, GPO, Windows Server and Desktop OS, Microsoft SCCM, and SCOM.
• Experience with audio and videoconferencing systems - MS Teams and Zoom experience is an advantage.
• Excellent command of digital tools for project and task management.
• Excellent communication skills (Email, phone, IM) and verbal presentation skills.
• Team player with good interpersonal and communication skills.
• Good command of written and spoken English.
• Microsoft MCSE or MCP certification will be an advantage.
• Experience in an investment bank or regulated industry will be an advantage. Role Overview:

You will be responsible for providing technical support including diagnosis, analysis, repair, set-up, and configuration. Additionally, you will assume end-to-end support ownership of the 8 Workspace service towers which include E-Comms (Messaging), Active Directory, Unified Communications & Collaboration, Desktop Engineering, Mobility, EFSS, Video Conferencing, and Web Tools. Your role will involve articulately responding to client questions, concerns, and complaints, as well as keeping clients informed on request status. It is crucial to ensure proactive monitoring of all workspace systems to identify and mitigate issues before they manifest into audit concerns or business impact. Your focus will be on maintaining the health and robustness of workspace systems to provide global business agility, stability, and continuity. You will be required to document the design and implementation record of workspace systems in a structured and consistent manner for relevant teams to consume accordingly.

Key Responsibilities:

• Provide technical support including diagnosis, analysis, repair, set-up, and configuration.
• Assume end-to-end support ownership of the 8 Workspace service towers.
• Articulately respond to client questions, concerns, and complaints.
• Keep clients informed on request status.
• Ensure proactive monitoring of all workspace systems.
• Document the design and implementation record of workspace systems.
• Record all client incidents or service requests in the automated Service Desk system.
• Update information on a timely basis and ensure quality and detail for the next steps in incident resolution.
• Experience with UEM/Dynamics, SCOM, SCCM, and other relevant technologies.
• Experience with delivery and support of audio and videoconferencing systems.
• Demonstrable action taker attitude and responsiveness to business requests.
• Excellent command of digital tools for project and task management.
• Excellent communication skills (Email, ph