Desktop Support Engineer - Tesoro Group

The Role:

For this role we are looking for a Support Desk Analyst to provide first level support. This involves taking calls and handling incidents or service requests using the incident management system and request fulfilment processes.

We’re looking for someone who has technical proficiency in:

• 1-2 year desktop support experience, preferably in a Financial Services Environment, or, Degree level Qualification or equivalent in relevant field.
• Support Desk call logging tools – HP service centre / Remedy / Infra.
• Support experience with iPhone and Android users
• Senior Management / VIP Support.
• Cisco Unified Call Manager.
• Bloomberg/Reuters.
• MCP / MCITP Windows 7 / MCDST / MCSA.
• ITIL v3 Foundation.
• Data Centre experience.
• On call / Out of hours experience.
• Apple products / Mobile technologies.

Typical Job duties would include:

• Provide first line support through the call-logging software and on-site, as appropriate for all incidents and requests.
• Issue customers with details of call assignment and likely resolution timescales.
• Reassign or escalate incidents and requests to on-site third line support, third parties or other teams where appropriate discussing fully with colleagues.
• Monitor and update all incidents and requests, including calls assigned to external suppliers.
• Review incidents and requests with customers and work together to continuously improve service delivery provision.
• Deal directly with requests and complaints alike and escalate where necessary.
• TCP/IP Troubleshooting.
• LAN/WAN troubleshooting Skills.
• Building and Maintaining Desktop/Laptops (HP/Dell).

We’re also looking for candidates with:

• Strong research, writing and communication skills.
• Ability to work in a fast-paced and changeable working environment.
• Exceptional organizational skills and strong attention to detail.
• Opportunity to travel if desired
• A passion for innovation and the financial technology sector.
• Strong interpersonal skills.