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Senior IT Service Desk Specialist

Confluence technologies is a leading provider of cloud-based portfolio analytics and data solutions for the global asset management industry.  Ensuring a consistently high level of application service delivery to both new and existing clients is a top priority for the business.  A strong, motivated, and skilled IT team is a key requirement in meeting this goal.

Confluence is a business built on technology.  We are a small company with an infrastructure that rivals that of some Global Fortune 500 companies.  Confluence believes that breadth of experience is an asset.  If your desire is to work on a wide variety of technologies, and not be “siloed”, then this is the place to be.  With the appropriate training and skill level, you will be able to access almost any element in the IT technology stack.

Confluence is looking to recruit a Senior IT Service Desk Specialist to join the IT team in London.  This role will report to the Deputy Head of IT, who is based in North America.  The successful candidate will be responsible for providing oversight on the service desk, ensuring SLAs are met in addition to addressing tickets in support of our internal and hosted client systems.  You will be expected to have excellent communication, organization, and time management skills to provide supervision over the service desk and function as an escalation point for junior IT members.  This is an ideal role for someone seeking technical and leadership experience in financial services.

This role will be based in London and is full time.  Domestic and International travel may be a requirement.

Key responsibilities

  • Working with IT and other departments to understand client requirements
  • Liaising with clients during the support process
  • Monitoring helpdesk tickets and assigning or processing as required
  • Ensuring tickets are picked up and processed in in line with company SLAs.
  • Help oversee and maintain global helpdesk operations
  • Responding to alerts generated by automated monitoring systems
  • Supporting and troubleshooting server issues, internal staff workstations, phones, and mobile devices
  • Handling escalations from junior IT members
  • Reporting into the Deputy Head of IT for prioritization of tasks and projects.
  • Occasional after hours/weekend work and/or participation in an on-call rotation may be required.

Essential Qualifications/Experience

  • Excellent troubleshooting track record
  • Some form of leadership experience
  • Working knowledge of Microsoft Windows and Office platforms
  • Working knowledge of networking (IP addressing, DNS, DHCP, etc.)
  • Working knowledge of Active Directory
  • Working knowledge of Microsoft Office 365

 

Ideal Qualifications/Experience

  • Experience supporting enterprise technologies such as VMware, NetApp storage, Cisco switches
  • Experience with or knowledge of SOC-1 or ISO27001, Policies, Procedures and practices
  • Experience with backup management practices
  • Experience with Linux
  • Experience with Mac OS

 

Personality

  • A positive customer service attitude
  • A true passion for technology
  • The ability and ongoing desire to learn new skills
  • Excellent communication and problem solving skills
  • Team player, self-motivated, able to work independently with minimal supervision.
  • Detail oriented

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