Robert Walters
1st Line IT Service Desk Technician - Banking
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Key Responsibilities
Provide 1st Line IT support to users, handling walk-up requests, helpdesk tickets and remote support. Take ownership of incidents and service requests, resolving issues where possible and escalating to relevant infrastructure or IT teams when required. Provide hands-on hardware support, including deployment, configuration, management and troubleshooting of IT equipment. Perform regular daily, weekly and monthly checks across the IT infrastructure environment, investigating alerts and escalating issues where appropriate. Assist with the administration and reporting of IT assets, ensuring appropriate equipment and licensing is available. Support system administrators across a range of enterprise platforms, including:
- Microsoft Windows
- Active Directory
- Microsoft 365
- Exchange Online
- Cisco Unified Communications Manager (CUCM)
- VMware / Broadcom vCenter
- Omnissa Horizon
- Omnissa Workspace ONE Assist with Windows desktop and server patching across the infrastructure estate. Support the adoption and use of AI tools, including Microsoft 365 Copilot. Assist with the remediation of information security findings relating to the infrastructure environment. Maintain and update IT documentation, FAQs and knowledge articles. Work closely with wider infrastructure and IT teams to support the ongoing delivery of IT services.
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Requirements
- A minimum 2:1 degree in IT, Computer Science, Engineering or a related subject.
- Suitable for a recent graduate or candidate with limited professional IT experience.
- Excellent written and verbal communication skills.
- Confident providing technical support both face-to-face and remotely.
- Strong ability to prioritise multiple tasks within a fast-paced environment.
- Good knowledge and hands-on experience with Microsoft Windows and Microsoft Office.
- Good understanding of PC hardware and software troubleshooting.
- Knowledge and practical exposure to Microsoft 365 and its supported services.
- Understanding of virtualisation technologies, particularly VMware/Broadcom environments.
- Understanding of virtual desktop infrastructure (VDI) and technologies such as Omnissa Horizon.
- Understanding of mobile device management (MDM) concepts.
- Awareness of the wider Microsoft 365 application ecosystem.
- Awareness of mainstream AI technologies, such as Microsoft 365 Copilot.
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