Helpdesk Support Helpdesk Support …

BGC Partners
in London, England, United Kingdom
Permanent, Full time
Be the first to apply
BGC Partners
in London, England, United Kingdom
Permanent, Full time
Be the first to apply
Helpdesk Support
Main purpose of the role:
The role within the IT Helpdesk is to manage Incidents and requests raised via voice calls, emails, self-service portal and walk-ups from a wide-ranging variety of global users. Either provide information, solution, log an incident or request as first point of contact or ensure they are directed to the correct team to deal with their issue or request.

Main responsibilities:

  • Be first point of contact for any incident call, or request, providing basic 1st level support or information and troubleshooting, log a ticket to the appropriate team should no solution be available.
  • Routing and escalation of tickets to appropriate team also to 2nd and 3rd level support
  • Being clear and concise when evaluating issues to ensure the correct support level is given
  • Manage user's expectations with regards to lead times, installs and handling of issues
  • Building rapports with users to ensure they have the best experience possible
  • Escalating/Prioritizing issues when appropriate
  • Flexible working hours, weekend work required from time to time. Sometimes required to work late
  • Ability to work as part of a regional and global team and own initiative
  • Generate daily reports for VIP users, and calls with Critical status for senior management. Chase teams/ individual for updates in relation to the outstanding calls on this report
  • To be alert to Conduct Risk issues, specifically the risk of harm to client interests, market integrity and/or competition in financial markets due to inappropriate practices or behaviours across the firm.
  • Documentation on process, howto's and template emails to standardise process and service across the team

Skills / experience required:

  • Ability to demonstrate a high level of customer service
  • Being able to deal with difficult customers/stressful situations
  • Ability to prioritise and have a good sense of time management
  • Ability to source out the information to resolve users issues
  • Excellent communication skills to build rapport with both customers and colleagues
  • Basic IT Skills required - Hardware / Software e.g. Microsoft office skills
  • Ability to work effectively within a team and demonstrate being "a team player"

The below technical aspect will be taught, and is not a requirement, but some experience would be beneficial:
Password resets, Basic user AD account and Mailbox Administration, Provide Wifi access, Mobile phone assistance for email on BYOD and corporate phone solutions, Provide basic PC support where possible, Create/ modify distribution groups, assist with desk moves, install software based on documentation, occasionally build PC's/ Laptops with corporate build, Setup Laptops with VPN and provide assistance.

Systems used:
As well as basic hardware requirements (PC, phone, headset etc.) the helpdesk requires use of a range of applications such as VFire, Active Directory, Microsoft Office tools and various sites to provide Wifi for guests ,provide email facility on users personal mobile device and other first point of contact requests.

Personal attributes:

  • Ability to communicate in a friendly, helpful and professional manner
  • Ability to be resourceful, positive adopt a problem-solving approach
  • Ability to work effectively in a team as well as using your own initiative
  • Good time management skills
  • Ability to manage possibly stressful situations in a calm and collected way