Responsibilities

You will play an integral part in the 1st line support queries coming through to the Service Desk and assist with any System support queries. You will also be connected to the development team for escalation and exposure to the wider development roadmap.

• Provide technical support to colleagues, resolving issues and working closely with team members to ensure exceptional client service and technical support is provided
• Building strong and effective working relationships with other teams in The Private Office and third-party product providers;
• Participating in ad hoc projects and tasks as and when required;
• Troubleshooting CRM based issues at 1st line level
• Develop understanding of the existing systems, requirements and roadmap, and actively contribute to the end solution
• Actively track activities through to completion
• Produce supporting documentation for resolution guides i.e. process maps, data maps, process guides
• Manage incoming technical support incidents, requests and changes
• Work with Product Owner and Business Analysts to understand impact of change
• Escalation to development team, where necessary
• Manage user expectations through service desk portal

What we are looking for

We are searching for enthusiastic and hardworking individuals to join our team. You should have a good understanding of corporate IT support and CRM Systems. The ideal candidate will be adaptable and flexible, and have the desire to deliver an excellent service to all internal clients within the firm.

• Have a friendly, approachable manner and take pride in delivering high-quality, professional, and personal service
• An understanding of corporate IT support and CRM systems
• Adaptable, flexible, and thrive on working as part of a collaborative team
• Demonstrate strong problem-solving skills and the ability to troubleshoot technical issues efficiently
• Eager to learn and contribute to system improvements and the wider development roadmap
• Communicate effectively and are comfortable working with colleagues across different departments
• Organised, detail-oriented, and committed to seeing tasks through to completion
• Take ownership of your work and actively look for ways to enhance service delivery

Benefits

• Company discretionary bonus scheme;
• Full time hours (35 per week) Monday to Friday 9.00am and 5.00pm – 1 hour for lunch;
• 24 holidays (increasing to 26), plus 2 additional days paid Christmas shut down period;
• Company Pension scheme;
• Private Healthcare;
• Group Income Protection;
• Life Assurance;
• Eye Care Scheme;
• Wellbeing programme;
• Bike to Work Scheme;
• Full support with professional qualifications; after qualifying period