Role: Service Desk Technician
Duration: Long-Term Contract
Location: Preference 1 – Canada (Remote)
About the Client’s Data Team:
The Client’s Data Team is a vibrant and forward-thinking department where technology innovation drives measurable results. The team includes the Chief Data Office, Chief Software Office, Chief Technology Officer, Emerging Technology, Shared Technology Services, Technology Risk, and the Executive Program Management Office (EPMO).
We are committed to leveraging cutting-edge tools such as AI and cloud technologies to deliver impactful projects. Our team consists of professionals from diverse backgrounds, all passionate about applying modern solutions to business needs. Recognized by Built In as one of the “Best Places to Work in Technology” for three consecutive years, we provide a collaborative and growth-oriented environment. Whether you are seasoned in your career or looking to expand your expertise, you’ll find opportunities here to innovate, excel, and make a real difference.
Key Responsibilities:
- Deliver high-quality support by responding to calls and tickets received by the Global Service Desk
- Resolve incidents and fulfill service requests within agreed timelines documented in the ticketing system
- Collaborate with colleagues to enhance collective technical expertise across the Service Desk team
- Continuously improve personal technical skills to increase first-contact resolution rates
- Keep users informed of ticket progress and resolutions through timely updates via calls or emails
- Adhere to processes and procedures with keen attention to detail
- Work across both the Canary Wharf and Central London office locations (as applicable)
Ideal Candidate Profile:
- Proven experience supporting Microsoft technologies including Windows 11 and Office 365
- Hands-on experience with laptop/MFD support and video conferencing tools
- Minimum of 2 years in a fast-paced Service Desk or IT support environment
- Strong verbal and written communication skills
Preferred Qualifications:
- Familiarity with Mac iOS environments
- Experience providing support to senior or VIP-level users
- Knowledge of and experience with SCCM
Job Type: Permanent
Pay: $35.00-$37.00 per hour
Expected hours: 40 per week
