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Job Description

Job Purpose

Offer support and technical assistance to customers who are using software, hardware, or other computer systems and need help completing tasks or troubleshooting problems through diagnostic tests and remote access to their computers.

Key responsibilities

Responding to telephone and email incidents, ensuring queries and service requests are logged and

processed in a professional and courteous manner based on an agreed SLA or OLA.

Perform initial triage and attempt a first fix on incidents and requets, allocating calls to other members of the

team and department as part of a structured escalation.

Provide proactive updates on the progress of request, including follow up with customers to ensure full

resolution of requests

Process access management requests including joiners, movers and leavers based on an agreed SLA.

Assist in driving the knowledge management process by creating and maintaining articles for the team

and department.

Create and maintain self-help documentation for customers.

Maintain an accurate asset inventory.

General administration duties as and when required.

Any other duties required to ensure an effective and efficient Service Desk service is delivered in accordance

with the team goals.

Key Interfaces

IT Team

All Business areas across the group

3rd party suppliers

Person Specification

Knowledge & Experience

Experience in a busy IT department

Financial Services background would be beneficial but not essential

Network administration, including WINS\DHCP, DNS, Proxy and application servers

Basic Administration of Exchange Server

Administration Active Directory

Ability to communicate effectively at all levels

Experience in support Microsoft Windows and Office products

Strong team player but equally able to work on own initiative

Workstation Imaging Software

Proven track record of troubleshooting/problem solving skills

Working knowledge of Microsoft server solutions, network technologies, network protocols, security devices

and applications and internet infrastructure

Communication Skills

Excellent communication skills both written and verbal with colleagues andproviders.

Core Competencies

Problem Solving & Judgment

Customer Focus

Planning & Reviewing

Performance Focus

Expert Knowledge

Communication & Confidence

About Us
Arbuthnot Latham is an independent Bank offeringcomprehensive Private and Commercial Banking, Wealth Management and InvestmentManagement services.  Serving its customers since 1833, Arbuthnot hassuccessfully navigated many turbulent periods of economic instability and has along track record of profitability. Today it has offices in London, Exeter, Bristol, Manchester and Dubai where it manages the financial affairs of c.3,500 HNWindividuals and 100 corporates. Arbuthnot Latham prides itself on the qualityof its service and has built its reputation on understanding the needs of itsclients.