IT User Support Specialist

- I will provide assistance by liaising with clients via email, telephone, or in person as part of the London IT Service. - I will ensure that all support requests are dealt with promptly and will escalate unresolved issues to the London IT Manager or teams in London and New York. - I will log all calls using Helpdesk Software (iSupport). - I will escalate calls to the appropriate teams with the assistance of the IT User Support Coordinator. - I must prioritize support requests and keep clients informed of the status of their queries. - I will provide direct hands-on IT support to users in a Microsoft Windows environment. - I will troubleshoot a wide variety of hardware and software issues across the London office. - I will assist with the planning, scheduling, and execution of computer equipment installations, imaging, upgrades, and effectively escalate user requests, problem trends, and business needs where required. - I will sometimes liaise with The Training Department in NY to provide training for new joiners on Microsoft Word, Excel, and PowerPoint; Document Management; and Telephone Systems. - I will help plan and run training workshops designed to increase skills in specific areas of IT based on support call trends. - I will help maintain and inventory all stock, particularly that of loan hardware, primarily loan laptops and mobile devices. - I will assist with the installation, maintenance, and removal of computer hardware and software.