1st Line IT Service Desk Technician - Banking

The successful candidate will act as one of the primary points of contact for IT support across the London office, providing first-line technical assistance to users both face-to-face and remotely. This is an excellent opportunity for a recent IT graduate or an individual with some initial IT support experience looking to develop their career.

Key Responsibilities

• Provide 1st Line IT support to users, handling walk-up requests, helpdesk tickets and remote support.
• Take ownership of incidents and service requests, resolving issues where possible and escalating to relevant infrastructure or IT teams when required.
• Provide hands-on hardware support, including deployment, configuration, management and troubleshooting of IT equipment.
• Perform regular daily, weekly and monthly checks across the IT infrastructure environment, investigating alerts and escalating issues where appropriate.
• Assist with the administration and reporting of IT assets, ensuring appropriate equipment and licensing is available.
• Support system administrators across a range of enterprise platforms, including:
  • Microsoft Windows
  • Active Directory
  • Microsoft 365
  • Exchange Online
  • Cisco Unified Communications Manager (CUCM)
  • VMware / Broadcom vCenter
  • Omnissa Horizon
  • Omnissa Workspace ONE
• Assist with Windows desktop and server patching across the infrastructure estate.
• Support the adoption and use of AI tools, including Microsoft 365 Copilot.
• Assist with the remediation of information security findings relating to the infrastructure environment.
• Maintain and update IT documentation, FAQs and knowledge articles.
• Work closely with wider infrastructure and IT teams to support the ongoing delivery of IT services.

Requirements

• A minimum 2:1 degree in IT, Computer Science, Engineering or a related subject.
• Suitable for a recent graduate or candidate with limited professional IT experience.
• Excellent written and verbal communication skills.
• Confident providing technical support both face-to-face and remotely.
• Strong ability to prioritise multiple tasks within a fast-paced environment.
• Good knowledge and hands-on experience with Microsoft Windows and Microsoft Office.
• Good understanding of PC hardware and software troubleshooting.
• Knowledge and practical exposure to Microsoft 365 and its supported services.
• Understanding of virtualisation technologies, particularly VMware/Broadcom environments.
• Understanding of virtual desktop infrastructure (VDI) and technologies such as Omnissa Horizon.
• Understanding of mobile device management (MDM) concepts.
• Awareness of the wider Microsoft 365 application ecosystem.
• Awareness of mainstream AI technologies, such as Microsoft 365 Copilot.

Robert Walters Operations Limited is an employment business and employment agency and welcomes applications from all candidates