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    Service Desk Support Technician - United Kingdom - Bermuda Monetary Authority

    Bermuda Monetary Authority
    Bermuda Monetary Authority United Kingdom

    3 weeks ago

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    Description
    Service Desk Support Technician

    Management Services Department

    The Bermuda Monetary Authority (Authority or BMA) is seeking the services of a qualified and skilled team member to work as a Service Desk Support Technician within the Management Services Department.

    Reporting to the Senior Service Desk Technician, the Service Desk Support Technician provides a single point of contact for end users to receive support and maintenance within the BMA's desktop computing environment.

    This includes installing, diagnosing, repairing, maintaining and upgrading all PC hardware and equipment to ensure optimal workstation performance.

    The Service Desk Support Technician will also troubleshoot problem areas in person, via telephone, video call, e-mail, ITSM software or call manager within the appropriate service-level agreements and provide end-user assistance where required.

    This is a key role for the Authority and the post-holder will be responsible for but not limited to:


    • Performing onsite and remote analysis, diagnosis and resolution of complex desktop problems for end users and recommending and implementing corrective solutions
    • Installing, configuring, testing, maintaining, monitoring and troubleshooting end-user workstations and related hardware and/or software
    • Assessing the need for and implementing performance upgrades to workstations, including the installation of CPUs, NIC cards, hard drives, RAM and other hardware and/or software
    • Providing performance statistics and reports from tests and applications for monitoring desktop performance
    • Documenting instances of desktop equipment or component failure, repair, installation and removal
    • Conducting research in support of PC procurement and development of desktop products
    • Receiving and responding to incoming calls, work orders, and/or e-mails regarding desktop problems
    • Recording, tracking and documenting the help desk request problem-solving process, including all successful and unsuccessful decisions made and actions taken through to final resolution
    • Receiving and inventorying all technology assets into our asset management system
    • Creating and updating knowledge base articles
    • Suggesting ideas to help improve the efficiency of the Service Desk Team
    • Providing continual improvement opportunities/ideas to the Department
    • Assisting in the setup of meetings, conferences and internal Department events
    • Performing other related work and special projects as assigned by management in accordance with competencies normally associated with the post This position requires a proven technical and business background. Therefore, the post-holder should have:
    • A bachelor's degree in computer science or equivalent qualification (in lieu of a Bachelor's degree, demonstrated desktop support experience and proven knowledge in hardware troubleshooting may also be considered)
    • Certifications in A+, Network+ or Security+ would be considered an advantage
    • A minimum of three (3) years desktop support experience
    • Excellent technical knowledge of PC and desktop hardware
    • Working technical knowledge of current protocols, operating systems and standards, including Office 365 products, Windows 10, Windows 11, MS Teams, Azure, and O365
    • Strong written and oral communication skills
    • Analytical and problem-solving abilities, with keen attention to detail
    • Self-motivation and direction, with the ability to effectively prioritise and execute tasks in a high-pressure environment
    • Ability to read and understand technical manuals, procedural documentation and original equipment manufacturer (OEM) guides
    • Ability to lift and transport heavy items
    • Willingness to work outside normal business hours, including on-call availability and weekends, if required The Authority is the integrated regulator of the financial services sector in Bermuda. We offer the opportunity for broad exposure to international regulatory issues, special projects and a variety of work experiences. If you are looking for a challenging opportunity in a team environment, we invite you to submit your application online via our 'Careers at BMA' page at Applications for this position must be received no later than 3 June 2024. Bermuda Monetary Authority is an Equal Opportunity Employer.
    Individual Excellence...Collective Strength #J-18808-Ljbffr
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