Description of the Business Line or Department
GTS is a transversal team providing IT infrastructure support across GBIS
Summary of the key purposes of the role
To work in a fast-paced pressurised environment. Providing desktop support to our customers, assisting them with software problems via phone or email.
Working to set call SLA’s targets: meet & improve processes and look to take a proactive attitude.
Supporting approx 2500 users at our Canary Wharf premises
Continual liaising with counterparts in other regions and with Peers in the UK.
Supporting a range of hardware from laptops and tablets to smartphones and IP phones
Summary of responsibilities
To provide technical support for our Digital Workplace services both remotely and in person.
To maintain a high degree of customer service for all support queries and adhere to all service management principles.
To achieve 70% + of incident closures within one hour
To take ownership of user problems and be proactive when dealing with user issues.
To manage cases on our service management tool (currently Service Now)
Maintain a log of any software or hardware problems detected.
To respond to enquiries from clients and help resolve any hardware or software problems.
Support users in the use of our Digital Workplace services by providing necessary training and advice.
Escalate more complex calls to the relevant level 3 support teams.
To update/create knowledge databases with new processes, and fixes
Case Management: Ensuring Incidents and Requests are managed following the ITIL framework
Regular updates maintained on own cases
Notifying users of all progress and status
Following IT Security Guidelines
Ensure that there is a good flow of information between our clients and the support team & between the 2nd & 3rd line skill teams (Desktop support, Mail, operations & engineering team, …)
- Educated to a 2.1 degree level
- Minimum of 5 A-C’s including Maths and English
- A minimum of 1 years’ Experience in a customer service role
- A maximum of 1 years’ experience in a 1st/2nd line support role
- An understanding of the Windows infrastructure fundamental knowledge: server, network, Active Directory, DNS, DHCP
- Windows 10 troubleshooting skills
- Experience with using and troubleshooting the Office 365 suite (Teams, Outlook, One Drive, Excel, Word, Powerpoint)
- Basic understanding of PC hardware set-up and configuration
- Excellent verbal and written communication skills
- Client/Customer focused
- Highly motivated and eager to learn
- Market Data applications (eg. Bloomberg, Reuters etc)
Why join us
People join for the impact they can have on us. They stay for the impact we have on them. A flatter structure offers visibility and exposure beyond that of our competitors, so you know our names, and we know yours. It's personable, human, and inspires success through passion. By encouraging open mindedness and a willingness to share ideas, we have adapted to market changes and thrived through innovation. Bringing words like “hard work” and “dedication” together with “community” and “respect” has enabled us to work collaboratively and build our future together. We call this Team Spirit and it's what makes us different. It's what makes you different.
If you feel you have the required experience and qualifications, then please apply to the SG Resourcing Team, and we will manage your application. At Société Générale, we believe our people are our strength and are core to the success of our business. As such, we search for, recruit and appoint the best available person on the basis of aptitude and ability, regardless of sex, marital or civil partnership status, race, colour, nationality, ethnic or national origins, pregnancy, disability, age, sexual orientation, religion, belief or gender identity.
We are an equal opportunities employer and we are proud to make diversity a strength for our company. Societe Generale is committed to recognizing and promoting all talents, regardless of their beliefs, age, disability, parental status, ethnic origin, nationality, gender identity, sexual orientation, membership of a political, religious, trade union or minority organisation, or any other characteristic that could be subject to discrimination.