Job Description
- First line of support for the delivery of all IT End User Computing Services to business users in Schroders’s office (including desktop support, audio-visual, Market Data systems, mobile device, anti-virus, software installation and other basic IT support)
- Resolves customer escalation in a timely manner to avoid disruption and minimize business impact.
- Responsible for handling day-to-day IT operations and follow the defined Service management processes to ensure operations SLAs and individual KPIs are met
- Responsible for procurement, deployment and collection of all desktop, laptop and end user peripheral devices and specific end user software (including market data service providers)
- Management of inventory of IT equipment using appropriate IT inventory management systems, ensure equipment and service agreements are kept under warranty/support and manage equipment refresh cycle including maintenance of IT storeroom, monthly review, and stock take.
- Manage and maintain software installation procedures and manuals, anti-virus software
- Provide IT support on BCP and DR drill test, and out of hours support for testing of applications following IT maintenance weekends etc
- Secure disposal of decommissioned equipment according to the process to ensure that disk erasure certificates and records of disposal are compliance to the process
- Assist in basic infrastructure and networking related tasks
- Provide high-quality and immediate response to VIP users
- Incident & Request Management adoption & usage of Schroders toolkit for user request & incident management; timely logging and resolution of tickets, re-assigning to other teams where applicable, following up on behalf of tickets raised by users and closing the tickets in a timely manner
- Drives continuous improvements initiatives locally and regionally including improving customer satisfaction
Job Requirements
· Provide technical support to users on-site and remotely, troubleshooting hardware, software, and network issues.
· Install, configure, and maintain computer systems, software applications, printers, and other IT equipment.
· Set up new user accounts and workstations, ensuring proper access control and security.
· Monitor system performance and ensure compliance with IT security policies.
· Assist in maintaining the organization’s network, including routers, switches, and wireless infrastructure.
· Support employees in using company software and provide training when necessary.
· Assist with system updates, patches, and security upgrades.
· Ensure regular data backups and assist with data recovery operations.
· Document and maintain accurate records of IT assets, troubleshooting steps, and user requests.
· Stay up-to-date with the latest technology trends and provide suggestions for improvements.
Skills and Competencies
· 2 -4 years of experience in IT support or a similar role.
· Strong knowledge of Windows/Mac OS and Microsoft Office Suite.
· Experience with network and server management, including routers, switches, and firewalls.
· Familiarity with virtualization, cloud computing (e.g., Azure, AWS), and Active Directory.
· Excellent troubleshooting skills and attention to detail.
· Strong communication skills and customer service orientation.
· Ability to work independently and in a team-oriented environment.
