Job Description

We have an exciting opportunity for a Level 1 Service Desk Engineer to join our team and help build and evolve our Global Service Desk function to support the business with a wide range of incidents, changes and service requests.  Our Global Service Desk “Tech Hub” is the shop window for Group Technology and we require energetic, customer focused, and collaborative individual to join a team and be the first point of contact for our colleagues across the business in a complex and fast paced environment.  The Tech Hub is the cornerstone of our Global Technology Support services function and is the key interface between the business and Workplace IT teams.  The Tech Hub uses a model where we cover both Asia Pacific, Europe and The Americas using teams based in Manila, Belfast and Dallas.  Our Workplace IT teams are based in 23 different countries worldwide, so it is key to have a global perspective and understanding that we’re a client delivery focused business. 

The Service Desk Engineer is required to provide best in class support to resolve issues and fulfil service requests in both a timely, professional, and efficient manner to assist colleagues with client delivery or support the business.  The position requires a combination of strong troubleshooting, triage, technical, communication, and customer service skills.   

In addition to your technical skillset, you will be experienced in executing standard changes in a controlled manner, following company procedures, and ensuring we maintain high standards across the team. 

• Management of Incidents and Service requests raised by colleagues
• Liaise closely with other members of the Tech Hub Team to ensure knowledge and expertise is shared effectively
• Updating and maintaining tickets within the service management toolset
• Network, Platform and Security monitoring
• Prompt escalation of tickets to L2 engineers
• Create, or assist in the creation of articles for the Knowledge Base
• Communicate experience and knowledge to other members of the Global IT function to assist support availability
• Assist with the installation, configuration, patching and ongoing usability of desktop computers, peripheral equipment, and software (incl. Tracking of hardware inventory)
• Work with procurement staff to purchase hardware and software
• Work with vendor support contracts to resolve technical problems with desktop computing equipment and software
• PROVIDE SUPPORT AS PART OF A ROTATING SHIFT SCHEDULE
• WILL WORK PROVIDING SUPPORT DURING SOME HOLIDAYS/WEEKENDS 
• WORKING HOURS ARE 11:00AM - 8:00PM CST

Key competencies for position and level: 

• Global perspective 
• Collaborates 
• Instils trust and acts with integrity 
• Customer focus, client centric 
• Delivers consistent results 
• Learns from experience to grow and develop

Key behaviors we expect to see:

In addition to demonstrating our Group Values (Authentic, Bold, and Collaborative), the role holder will be expected to demonstrate the following: 

• Relationship building and Team working 
• Taking ownership 
• Prioritization  
• Resilience 
• Problem solving, proactivity, accuracy, and flexibility 
• Self-confidence 
• Communication 
• Excellent attention to detail

Qualifications

• ITIL Foundation, Microsoft certification,
• Cisco Certification preferred
• 2 years’ experience in a similar role
• Possess a strong technical background within the user computing and desktop support.
• Must possess a proactive, client centric, “can-do” attitude and be willing to get things done.
• Demonstrable knowledge of administering administering platforms including Azure, Active Directory, Exchange Online, OneDrive for Business, inTune EndPoint Manager, Microsoft Teams etc in a Hybrid (on-premise & cloud) model
• File & Folder permissions, supporting both "off the shelf" and bespoke business applications in a heavily regulated environment.
• Citrix Hosted Desktops and Published Applications
• Experience of working in a complex, multi-country professional services, financial services or BPO organization with complex processing requirements preferred but not essential 
• Multi-country experience and demonstrates an ability to work in a multi-cultural, talented, and demanding team environment 
• Possess the skills and the personality to operate effectively in a very fast-paced complex global business with an in-depth knowledge of program management 
• Excellent communication skills in both written and oral form, with staff members, customers, suppliers, and the management team with the ability to make decisions, act and get results 
• Passion, dynamism, and drive 
• Personal presence, integrity, and credibility 
• Ability to solve problems either independently or by utilizing other members of the team where necessary 
• Fully proficient spoken and written English, additional European languages will be an asset

Additional Information

At IQ-EQ we want you to reach your full potential. We offer an inclusive and diverse environment to support your career aspirations. With a strong emphasis on continuous learning and a holistic approach to your professional and personal development. We also offer opportunities across our service lines and our international network of offices.