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
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 first line helpdesk support via Remote Assistance, to our customers, assisting them with Hardware and 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 3000 users across 3 main sites in London and smaller sites across EMEA
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 1st line technical support; answering support queries via phone, email and call tracking system.
To maintain a high degree of customer service for all support queries and adhere to all service management principles.
To achieve 70% + of calls closed at the 1st line within a technical service desk team
To take ownership of user problems and be proactive when dealing with user issues.
To log calls on the Service Now service management system
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 Computer equipment by providing necessary training and advice.
Escalate more complex calls to the relevant IT Support teams.
To update / create knowledge databases with new processes, and fixes
Case Management : Ensuring Incidents and Requests are managed following the ITIL framework
o Regular updates maintained on own cases
o Notifying users of all progress and status
o 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, )
Level of Autonomy and Authority
Ability to act independently and work within a team as per the scope of the role
Education (Essential) :
Educated to a 2.1 degree level
Minimum of 5 A-C’s including Maths and English
Experience (Essential) :
A minimum of 1 years’ Experience in a customer service role
A maximum of 1 years’ experience in a 1st / 2nd line support role
Technical (Essential) :
Understanding of the Windows infrastructure fundamental knowledge : server, network, Active Directory, DNS, DHCP
Windows 7 troubleshooting skills
Experience with using and troubleshooting Outlook 2007 within a network environment
Experience with using and troubleshooting Microsoft Office with emphasis on MS Word, MS Excel and MS PowerPoint.
Basic understanding of PC hardware set-up and configuration
Experience in troubleshooting Smartphones
Other (Essential) :
Excellent verbal and written communication skills
Client / Customer focused
Highly motivated and eager to learn
Service Now experience
IP Telephony support
Skype for Business Telephony / Chat support
Market Data applications (eg. Bloomberg, Reuters etc)
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 Societe Generale, 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 reassignment.