Contract Type: | Permanent |
Role Type: | Full-time |
Permission Type: | Entitled |
Company Name: | Highvern |
The HIGHVERN group is a leading, independent professional services firm specialising in offering high-end bespoke services to the private capital fund sector and trust and company services to a number of the world’s wealthiest families.
REPORTING TO:
Business Systems Manager
ROLE PURPOSE:
As a Technology Administrator, you are the frontline of the Technology Team, bridging the gap between end-users and technology solutions. Your role revolves around providing exceptional customer service, resolving technical issues, and ensuring smooth IT operations.
KEY ACCOUNTABILITIES:
User Query Handling:
- Be the first point of contact for end-users seeking assistance.
- Capture, validate, and triage user queries or issues promptly.
- Empathetically address user concerns, ensuring a positive experience.
Incident Resolution:
- Investigate and troubleshoot technical problems reported by users.
- Escalate complex issues to internal or external support teams when necessary.
- Collaborate with colleagues to find efficient solutions.
Service Requests:
- Process service requests (e.g., password resets, software installations).
- Ensure timely fulfilment of user needs.
- Communicate progress and resolution to users.
Desktop Support:
- Install and maintain desktop and meeting room equipment.
- Monitor laptop fleet, fix any technical or security issues and ensure that security patches are installed in a timely fashion.
User account administration:
- Carrying out the technology joiner, mover, leaver processes.
- Proactively maintaining user accounts across all systems, ensuring users only have the rights they are approved to have, and inactive accounts are disabled promptly.
Application support
- 1st/2nd line user support for business systems such as NavOne, Diligent, Xodosign, iManage, Office application.
SCOPE:
Service delivery responsibilities to cover all HIGHVERN jurisdiction and systems. Operational duties as outlined above relating to Technology Team only.
SKILLS, KNOWLEDGE& EXPERIENCE REQUIRED:
- ITIL foundation qualified would be beneficial.
- 2+ years of experience in IT service delivery management.
- Experience in working within a service desk environment.
- Experience in technology asset management.
- Experience in carrying out technology operational processes.
- Excellent communication and interpersonal skills.