IT Technician, Sr

**Department overview**:
The Global Service Desk is responsible for providing a high level of computing and telecommunications support, as well as implementing projects and technical initiatives for Fitch staff internationally. There are approximately 500 users in Latin America, as well as approximately 5,000 users in sites across: America, Europe, the Middle East, Africa, Asia, and Australia. Support and project work encompasses all sites as well as frequent interaction with IT staff in our offices globally.

Service Desk technicians are primarily responsible for resolving queries that are picked up by themselves from the telephone, ticketing system or have been assigned or escalated to them from one analyst to another. They are also responsible for completing various project related tasks as may be assigned to them.

The Bogota Service Desk reports to the Service Desk Team Leader in Mexico.

This is a support role requiring working hours between 9am and 5pm although work outside these hours will be occasionally be required.

**Responsibilities**:

- Take and resolve requests over the telephone, face to face and via the ticketing system.
- Respond to and resolve requests within the specified time frame as logged in the ticketing system.
- Keep requests updated in system with progress on a daily basis including requests for escalation.
- Interpret and reiterate company policies to users and technicians and enforce policy when appropriate.
- Prepare written communications and documentation.
- Undertake research, document results and present to colleagues and Managers.
- Develop own technical knowledge to improve ability to resolve requests.
- Work with co-workers to increase knowledge across the Global Service Desk team.
- Work with other team members and small project groups to develop tools to improve the Global Service Desks efficiency and effectiveness.
- Recommend new methods or improvements based on own research, knowledge and possibly testing.
- Organise, implement and action project tasks as required within agreed timeframe.
- Expert knowledge on the local office setup.
- Enforces best practice in the office.
- Develop relationships with key members of the business, engages with business stakeholders and reinforces role of site expert.
- Co-ordinate Asset Management and stock taking tasks for the office.
- Manage third party providers for the office
- Occasional Major Incident Management.
- Supports Manager in recruitment.

**Duties, not limited to**:

- Answer telephone calls directed to the Global Service Desk - logging and assigning to others if necessary, all calls received in the ticketing system, adhering to procedure.
- Review and act upon requests logged in ticketing system, within specified timeframe.
- Methodically troubleshoot issues, discussing with other technical support staff when required, to research and find solutions.
- Support and maintain Audio Visual equipment on site and provide assistance for client meetings.
- Support Video Conference calls.
- Maintain onsite Comms rooms, carry out patching and support network infrastructure under guidance of Network team and technical lead.
- Build, image and deployment of desktop hardware.
- Component fix, replacement and upgrades on desktop hardware.
- Deployment of software.
- Create and maintain accurate documentation for all user or technician processes.
- Share technical knowledge with other Service Desk staff to facilitate call resolution.
- Contact equipment vendors as required for request resolution.
- Perform user desk moves when required.
- Perform user training when required.
- Liaise with local office technical point of contact at branch offices as required.
- Liaise with 3rd Party providers in co-ordination of resolution/maintenance activities.
- Assist in project deployments when required.
- Skills and experience:

- Positive can-do attitude with a mature and professional approach.
- Willing and able to work independently and as part of the global team
- Excellent troubleshooting and diagnosis skills.
- Excellent verbal communication and customer service skills. Must have the ability to listen carefully, express ideas clearly and converse comfortably with a stranger, particularly under pressurised situations either in person or on the telephone.
- Enthusiasm for and genuine interest in IT and technical support.
- Must also have excellent decision-making and problem-solving skills to manage multiple priorities.
- Excellent team working skills, ability to communicate well with others and share ideas as well as knowledge for the benefit of the team.
- Strong eye for detail and an ability to follow procedures and implement them with users.
- Must also be patient and empathetic to the issues and concerns of others.
- Strong planning and organisational skills to enable proactive management of calls.
- Methodical approach with lateral thinking ability.
- Ability to cope with demanding situations.
- Willingness to be involved all aspe