First Line Service Desk Technician 2021

Environmental Resources Management (ERM) is a leading global provider of environmental, health, safety, risk, and social consulting services.  ERM is committed to providing a service that is consistent, professional and of the highest quality to create value for our clients.

About the role

The business of “sustainability" reflects what we do to support our clients as they strive to attain their business goals. Sustainability and business are now inextricably linked and as an expert in sustainability, we play a role in helping companies achieve their objectives with an understanding of how this impacts wider society and the environment. All staff in ERM at all levels are passionate about the environment and delivering sustainable solutions for the world’s leading organisations and this leads to a great working environment that is both challenging and rewarding.

ERM is committed to providing a service that is consistent, professional and of the highest quality to create value for our clients. Over the past five years we have worked for more than 50 percent of the Global Fortune 500 delivering innovative solutions for business and selected government clients helping them understand and manage the sustainability challenges that the world is increasingly facing.

Our EMEA region is hiring a 1st line Support Technician to meet the demand of growth within the organisation.  They will provide support to our Global workforce encompassing 40 Countries with 160 offices and over 5,500 staff members covering the entire spectrum of consulting services offered by ERM.  This role is based in ERM’s London office but will start working from home until return to work is deemed safe.

The culture at ERM is hardworking and very team-oriented.  Most of the projects undertaken by ERM consultants are deadline driven so the Service Desk queries need to be resolved within a tight timescale and therefore, the position requires someone who is good at prioritizing, multitasking, and passionate about providing service and support. Our aim is to respond and resolve queries with a high degree of customer service as quickly as possible.

Job Purpose

The role coordinates fulfilment of requests to maintain high levels of satisfaction with IT services. Technicians are responsible for all activities to respond to Complexity 1 requests and incidents.
Providing a single point of contact and end-to-end responsibility to ensure submitted requests have been processed via ticketing system and via Phone calls.

Providing initial triage, resolve or determine which IT resources should be engaged to fulfil them. Escalating service requests in line with established service level targets ensuring tickets are appropriately logged.

This position will utilize IT Service Management (ITSM) best practices such as ITIL to ensure new and existing services offered by IT are thoroughly understood, and operating successfully towards OLA and SLA targets 

Main Duties

• Provide effective support on all Complexity 1 requests via Ticketing System and Telephone
• Ensure all incidents are closed within SLA
• Manage and maintain Request lifecycle through to resolution
• Provide outstanding customer service both written and verbal
• Provide support for both Incident and Service Requests
• Create and manage user accounts
• Imaging, personalisation and support of ERM’s estate of workstations
• Installing, updating and supporting ERM’s suite of applications
• Create solutions in Knowledge Database to aid with faster access to knowledge and resolutions
• Providing onsite and remote support to all functions and areas of the business
• Organise a prioritise ticket backlog and new incoming requests

All Technicians have performance measures and will have regular feedback with line management to help imp

Who you are

Skills and Capabilities

• Excellent communication skills written and verbal (technical & non-technical team members, users, and business representatives of all levels.
• Team work - Seeks ideas and inputs of colleagues to make best use of team expertise and improve team performance.
• Team work - Freely shares knowledge and findings with others.
• Ability to work unsupervised, in teams and stand alone.
• Determination and motivation to succeed.
• Has the drive and commitment to see activities to completion.
• Take every opportunity to go the extra mile for the company and their colleagues.
• Enthusiastic, with a positive ‘can-do’ attitude.
• Identifies issues and takes a proactive approach to dealing with them.
• Ability to effectively prioritize and execute multiple concurrent work streams in a high-pressure environment
• Flexible and adaptable in regards to learning and understanding new technologies

You will have experience supporting at a 1st line level

• High Standard of Incident and Problem management
• Previous experience using helpdesk applications
• Active Directory administration.
• Exchange administration
• VOIP Telephony support
• O365 administration and core services support
• Network trouble shooting, TCP/IP and general WAN/ LAN trouble shooting
• ITIL Certified
• Windows XP, 7, 8, 10
• SCCM
• Asset management
• iOS/Android

Responsibilities

• Incident Management.
• Provide effective and efficient support to our users while logging this information in our Service Desk management tool.
• Prioritise and schedule support workload against the defined SLA matrix.
• Follow Incident and Request fulfilment lifecycle processes.
• Record, track, and document the lifecycle of an incident or request, including all successful and unsuccessful troubleshooting steps, and actions taken, through to final resolution.
• Performing preventative maintenance (CSI) by analysing and trending ticketing statistics to identify areas for user training or service improvement.
• Test fixes to ensure request has been adequately resolved.
• Perform post-resolution follow-ups to help requests.
• Field incoming requests from users via telephone, e-mail, Face to Face and ITSM tool set in a courteous manner.
• Convey troubleshooting and resolution details in a way that is understandable to non-technical members of ERM.
• Ensure that ERM IT policies and procedures and best practices are implemented and adhered to, particularly our Request and Incident Management procedures (based on the ITIL standards).
• Ensure that all calls and issues are dealt with in a timely and efficient manner. Whilst providing excellent Customer Service.
• Develop solutions and knowledge articles for end users Self Service Portal, Intranet portals and department knowledge base.
• Deliver results set against individual and team KPI’s.
• Administer and maintain end user accounts, permissions, and access rights.
• Administer and maintain application content.
• Hardware, Software and Purchasing
• Manage purchases, including raising P/O’s and other capital expenditure requests following our Purchase and Asset Management Process.
• Deploy and maintain Hardware and Software inventory.
• Complete equipment, hardware and software purchase, installation, upgrade and removal requests.
• Manage and maintain ERM’s Asset Management database entries in line with our Asset Management Policy.