IT Onsite Support

General Description
IT Onsite Support is responsible for managing day-to-day IT operations, with a primary focus on addressing end user requests and incidents. The ideal candidate should demonstrate strong technical skills, customer focus, attention to detail, problem-solving abilities, multitasking capability, and computer proficiency.

Key Features of the Position

Essential Responsibilities and Duties:
- Provide second-line investigation and diagnosis for IT issues.
- Resolve and close incidents/service requests according to help desk procedures and within allocated timelines.
- Escalate unresolved incidents/service requests within agreed timescales.
- Log relevant incident/service request details as per help desk procedures.
- Communicate with clients regarding incident progress.
- Troubleshoot and resolve PC incidents and/or VIP requests.
- Ensure tickets are updated at all times until issues are resolved.
- Liaise with clients, other IT support groups, and third-party providers as necessary.
- Coordinate with vendors for hardware repair.
- Perform staging of PCs and laptops.
- Carry out IMAC (Install, Move, Add, and Change) activities.
- Administer mobile phone requests (Corporate SIM card).
- Provide support for Markets (Trading) with their unique workstation setups and requirements.
- Support night desk staff who work outside standard office hours.
- Prepare video conferences upon request.
- Assist with special event coverage.
- Create and maintain documentation.

Regulatory Responsibilities &/or Risk Management:
- Ensure ethical and compliant behavior within the area of responsibility by demonstrating appropriate values and behaviors, including but not limited to:
- Honesty and integrity
- Due care and diligence
- Fair dealing (treating customers fairly)
- Management of conflicts of interest
- Competence and continuous development
- Adequate risk management
- Compliance with applicable laws and regulations

Skills Requirements of the Position

Personal and Social:
- Strong oral and written communication skills, especially in English.
- Ability to analyze, interpret, and apply regulatory material and internal controls.
- Willingness to be on standby and available for ad-hoc work activities during off days or non-office hours to support IT-related activities.
- Excellent customer interface skills; proactive, independent, self-motivated, and able to work under pressure.
- Good interpersonal communication skills.