Trainee Desktop Support AnalystSociete Generale Corporate and Investment Banking - SGCIB • London, England, United Kingdom
Trainee Desktop Support Analyst
Societe Generale Corporate and Investment Banking - SGCIB
- London, England, United Kingdom
- London, England, United Kingdom
About
We’re looking for a Trainee Desktop Support Analyst to join the dynamic and motivated IT infrastructure teams on a digital transformation journey! This is an 11‑month contract extendable to 22 months based on performance.
About the team Within the Societe Generale group, GTS (Global Technology Services) consists of several technical streams that are responsible for defining the technical strategy and vision for their respective disciplines. Our vision within GTS is to provide cost‑effective, state‑of‑the‑art technology services and support based on real‑time infrastructure shared by our respective business lines, requiring compliance with common standards, policies and security.
The DWS (Digital Workplace Services) entity oversees the workstation (desktop and laptop computers, printing) ecosystem, collaboration tools (telephony, messaging, etc.) and associated services (user support, antivirus, etc.). Its mission is to provide the Group’s employees with a fluid, mobile, secure and intuitive digital work environment, with an optimal environmental and social impact.
Summary of Key Purposes of the Role
Provide desktop support in a fast‑paced, pressurised environment, assisting customers with software problems via phone or email.
Set call SLA targets, meet and improve processes, and take a proactive attitude.
Support approximately 2,500 users at our Canary Wharf premises.
Continually liaise with counterparts in other regions and peers in the UK.
Support a range of hardware from laptops and tablets to smartphones and IP phones.
Responsibilities
Provide technical support for our Digital Workplace services both remotely and in person.
Maintain a high degree of customer service for all support queries and adhere to all service management principles.
Achieve 70%+ of incident closures within one hour.
Take ownership of user problems and be proactive when dealing with user issues.
Manage cases on our service management tool (currently Service Now).
Maintain a log of any software or hardware problems detected.
Respond to enquiries from clients and help resolve any hardware or software problems.
Support users in the use of our Digital Workplace services by providing necessary training and advice.
Escalate more complex calls to the relevant level 3 support teams.
Update/create knowledge databases with new processes and fixes.
Ensure incidents and requests are managed following the ITIL framework.
Maintain regular updates on own cases.
Notify users of all progress and status.
Follow IT Security Guidelines.
Ensure good flow of information between our clients and the support team and between the 2nd & 3rd line skill teams (Desktop support, Mail, operations & engineering team).
Profile Required
Educated to a 2.1 degree level.
Minimum of 5 A‑C’s including Maths and English.
Experience (Essential)
A minimum of 1 year’s experience in a customer service role.
A maximum of 1 year’s experience in a 1st/2nd line support role.
Technical (Essential)
Understanding of Windows infrastructure fundamentals: server, network, Active Directory, DNS, DHCP.
Experience with using and troubleshooting the Office 365 suite (Teams, Outlook, One Drive, Excel, Word, PowerPoint).
Basic understanding of PC hardware set‑up and configuration.
Other (Essential)
Excellent verbal and written communication skills.
Highly motivated and eager to learn.
WHY JOIN US 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.
BUSINESS INSIGHT At Société Générale, 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 identity.
Seniority level Entry level
Employment type Contract
Job function Information Technology
Industries Investment Banking and Financial Services
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Languages
- English
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