Senior Service Desk Engineer

IT Support Specialist

Our client is a global investment advisory firm focusing on long-term value creation through investment strategies. They work with a diverse group of institutional partners and pride themselves on their collaborative, sustainable, inclusive culture and performance.

What you will be doing:

• Provide essential 1st, 2nd and 3rd level support for end users, applications, desktops, and core infrastructure, with a primary focus on the local office environment.
• Deliver remote helpdesk and desktop support to global offices, extending to server and network support as required.
• Oversee the complete lifecycle of end-user devices, including procurement, configuration, monitoring, and decommissioning, ensuring cost-effectiveness and security compliance.
• Proactively monitor and address endpoint performance issues to ensure smooth and reliable user experiences.
• Own and participate in ITSM roles aligned with ITIL standards to ensure high-quality, consistent service delivery with accountability.
• Implement and enforce mobile security policies to maintain governance and compliance. Work collaboratively with Infrastructure and Security teams to resolve and mitigate vulnerabilities and risks.
• Administer and optimize critical platforms like messaging, telephony, and AV/conferencing systems, defining and maintaining consistency and standards across all global locations.
• Design and manage business process automation tools to significantly improve overall efficiency.
• Actively identify, test, and help implement new technologies to improve business operations and the overall user experience.
• Develop and deliver digital skills training programs for end users. Mentor Service Desk team members by creating training materials, reviewing work quality, and providing constructive feedback.

What our client is looking for:

• A relevant tertiary degree would be beneficial (IT, Computer Science, etc.)
• ITIL Foundations v3 or later
• 5+ years of experience in global service desk environments, including 5 years in senior support roles, delivering technical assistance across time zones to a multinational workforce.
• 3+ years supporting a wide variety of applications, with solid experience operating within the Financial Services industry.
• Actively involved in ITIL-aligned processes, including Change Management, Problem Management, Continual Service Improvement, and exposure to Major Incident Management.
• Skilled in supporting cloud technologies and mobile device management (MDM), with experience using unattended software deployment tools and exposure to automation technologies.
• Familiar with scripting tools (beneficial but not essential) and adaptable to various system and software environments.

Job ID: J107061