IT Service Management (ISM) Onsite Coordinator

Role Name:
ISM Technician

Purpose:
· Responsible for the successful delivery of all BAU Technology and Voice tasks.
· Instrumental role for the successful delivery of IT relocation projects, undertaking the full audit and preliminary works promptly and to the highest standards.

Key Responsibilities:
·     Hardware Inventory Management ensuring stock levels are constantly monitored. 
·     Hardware request and receipt through our internal ordering system.
·     Actively monitoring the ticket queue and managing requests through to completion.
·     Housekeeping on IT rooms.  
·     Supporting events like annual Power down – post desk checkouts (PC/monitors/Mouse + Keyboard/desk phone/headset/webcam).
·     Supports hardware decommissioning events.
·     Supports Business moves / changes – ensure involvement in early stages of planning.  
·     Managing escalations through to conclusion.
·     Manage client expectations. 
·     Setup and installation of Temporary training rooms / Office wide events - Expo's.  
·     Comms room patching.
·     Supports work from home hardware requests.
·     Ensure that policies and guidelines relating to overtime and expenses are adhered to. All local guidelines for cost control are adhered to.
·     Manage own workload to ensure that assigned activities are completed within targets defined within SLA’s/OLA’s.
·     Demonstrate high levels of customer care behaviours at all times and adopt an approach that shows consistent commitment to providing a customer focused quality service. 
·     Work across lines of service to ensure a coordinated approach to providing support for the customer. 
·     Actively participate in a program of Continuous Service Improvement taking ownership of actions that deliver results. 
·     Perform basic troubleshooting, system upgrades and replacements for employees. 
·     Deploy equipment for new hires and refreshes and collect equipment from offboarded employees. 
·     Evaluate user requests and requirements and recommend effective technological solutions. 
·     Install, configure, and troubleshoot hardware, including desktops, laptops, and peripherals. 
·     Will be required to work outside business hours and participate in additional weekend work. 
·     Image/re-image computers, configure IP phones and mobile phones. 

Key Attributes:
·     Proven ability to work independently with little supervision as well as in a team environment. 
·     Excellent communication, interpersonal and customer care skills.
·     Ability to work well under pressure and to tight timescales. 
·     Strong organizational and problem-solving skills.
·     Knowledge of Windows operating system, applications, and computer hardware. 
·     Interacting with other support groups across multiple platforms.
·     Experience using a help desk call management system.      
·     Technical grasp of strategic platforms such as Microsoft, Networks and Security, WAN, LAN.
·     Industry standard certifications a plus (MCSA, A+, Network+, CCENT, CCT).
·     Shell scripting experience a plus (Windows PowerShell, Perl, Windows cmd line).
·     Experience in the financial industry.
·     An understanding of ITIL Service Support and Delivery disciplines and methodologies.
·     Focus on customer service. 
·     Follow Client processes and procedures.