Foster + Partners
IT Service Desk Analyst
London, Battersea
Permanent
Foster + Partners is a global studio for architecture, engineering, urban and landscape design, rooted in sustainability.
The Technology Service Desk Analyst will work in a busy and challenging environment at Foster + Partners providing 1st line IT support and guidance to internal customers via telephone, email and face to face. The role demands a very high standard of customer service and a willingness to provide excellent IT support services
Responsibilities :
• Provide excellent IT support to all Foster + Partners staff
• Provide 1st level technical support and advice
• To contribute, or otherwise assist, as required Incident, Problem and Service Request Management
• Respond to and process incidents and service requests
• Effective handling of complaints and escalations
• Monitor and take ownership of incidents to resolution, providing regular customer updates and follow up after resolution • Liaise closely with other IT teams on incidents requiring multiple discipline involvement Technical
• Installing F+P approved software onto user’s machines
• Promote and follow established procedures
• Active Directory and Exchange User Management
• Provide Remote User and Site support
• Provide Microsoft Outlook email client support
• Configure Foster + Partners provided mobile devices
• Troubleshooting basic printer issues
• FTP administration
• Maintain an up-to-date knowledge of relevant IT applications and technologies
• Excellent working knowledge and experience with Microsoft Operating Systems including Windows 7,10 and Mac OSX Administration
• Understand and adhere to all elements of Foster + Partners technical standards, licensing requirements and security policy
• Supply and maintain loan IT equipment including updating and monitoring of the loan database/calendar
• Thorough knowledge of and compliance with Foster + Partners procedures and standards
• Contribute, or otherwise assist, as required
• Equity, diversity & inclusion (EDI) is a core priority. To support and champion the embedding of this focus as a collective workforce responsibility, EDI should be integrated, where relevant, into all workstreams.
• Thorough knowledge of and compliance with F+P procedures and standards CSIT19 December 2024 Qualities and Skills required
• Have completed ITIL Foundation certificate in Service Management
• Excellent telephone manner
• Good working knowledge and experience with Microsoft Operating Systems
• Good working knowledge and experience with the Microsoft Office suite including Office 2010 and 2013
• Good working knowledge and experience with remote administration tools
• A general understanding of network technologies, VPN, remote access solutions, terminal servers and virus protection tools (Symantec)
• Experience working with a broad range of systems and peripherals including laptops, printers and plotters
• Experience with using call logging software
• Knowledge of common software applications and willingness to learn about others used in the practice
• Knowledge and experience of Active Directory and Exchange administration in a professional capacity
• Good knowledge of iOS and Windows devices and configurations
• Able to work 8 hour shifts Monday - Friday, between 8:00 - 19:00 on a rotating weekly basis
• Able to demonstrate a high degree of flexibility including shift and out of hours working
• Excellent written and verbal communication skills - articulate and diplomatic manner
• Able to manage sensitive and sometimes confidential information
• Self-motivated and able to take responsibility
• Resilient to cope with conflicting demands, able to prioritise duties and work effectively under pressure (while remaining calm and professional at all times)
• Able to demonstrate initiative and a proactive approach to daily tasks
• Good interpersonal skills
• Able to demonstrate the ability to undertake the above responsibility.
• Able to carry out tasks which require lifting and bending