18282 - IT Cafe UK #153405

Credit Suisse ,
London, Greater London
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Job Description

At Credit Suisse, we are committed to delivering world-class technology innovation that enables our clients to reach their goals. We strive to provide applications that are robust, reliable and secure while continuously adapting to meet the evolving needs of clients both internally and externally. Our future depends on identifying and hiring the best people technologists in the financial world and bringing them together to serve our clients' needs. We offer an exemplary culture and a great working environment that nurtures collaboration and partnership and rewards excellence. This role is within the Group CIO, Bank User Services Division. Bank User Support Services (BUSS) is a Global organization. BUSS are the proximity based Level 2 High Touch desktop support team, providing customer focused, responsive subject matter expertise across all banking divisions, primary for Executives, Board of Directors, Global Markets Investment Banking, IBCM and Wealth Management. Also the Site Operations team specialize and are responsible for Hardware Support, Managed Printer Services, Desktop Cabling, Meeting room support and Mobile Voice Recording support. This role will be based in the IT Cafe including a rotation scheme supporting the High Touch support team. The IT Cafe support is responsible for supporting clients with a personal service, assisting with end user devices, replacement of smaller hardware items (Mouse/keyboard), Laptop Loans, Training, Vending machine purchases and IT requests and incidents or requests from Service Desk. The individual will need to deliver a high touch end to end service Day one, including a follow up call/email ensuring all is resolved, providing an overall holistic approach. To recommend products or 121 training they feel the client could benefit from. With an aim to solve their query immediately or send the customer's enquiry to the right support team. The IT Cafe supports the end users via different support channels and training will be provided. The different tools used within the IT Cafe including SNOW, remote assistance tools, Request Management and Knowledge Management. A high level of client face to face communication is required in this area and smart presentation is key. Via all three support teams we cover 6000 London employees in London. It is a critical role required to provide technical expertise covering software, products, training, services support, remote and localized technical fault resolution for clients. A department which values Diversity and Inclusion (D&I) and is committed to realizing the firm's D&I ambition which is an integral part of our global Conduct and Ethics Standards. The Role & Responsibilities * Desk side and remote investigation, resolution and the raising all Incidents impacting the users' desktop. Working between the two sites within London (Canary Wharf/Pall Mall offices). * Ability to diagnose and resolve software issues including MS office suite, Market Data applications, CS Voice/Mobile, Remote Login, Citrix, Thin Client's, IP Phones and Dealer Boards. * Provide swift resolution for high impact incidents, assuming role of Impact or Major Incident Manager if & when required. * Create training when necessary and 'Train the Trainer' sessions in order to share product awareness. * Support all ITIL processes, including the Incident and Problem processes, creating and improving data driven analysis to implement continual improvement processes. * Handle the maintenance and compliance of a fully controlled environment in accordance with Audit, SOX and MICOS standards. * Limited weekend work supporting the London client base and occasional weekend events. * To provide a Meet & Greet service and provide a solution / fix for the end users problem where possible. If issues are unable to be resolved in the IT Cafe they will be allocated to the relevant department. * A strong knowledge of agile working technologies, MyWiFi, Credit Suisse Mobile, and MyDesk to provide agile working support. Including providing information regarding any other of our IT products and services from the IT Cafe. * To provide reporting daily & weekly or adhoc requests. * Inventory stock control overall for the IT Cafe products including replenishing the vending machines daily. * Immediate hands-on hardware support and replacements (mice, keyboards, laptop batteries). * Manage MyShop order pickups for headsets and webcams. Including managing equipment returns. * Awareness of Digital signage and maintenance for the IT Cafe. * Pre-shift team communication, including state of the environment and ready for business checks. * Incident queue coverage via shift rota. * Manage and prioritize all tickets arriving within SNOW, either resolving directly or re-assigning them to another support teams as required. * Provide all internal clients with a dedicated, positive and efficient service at all times. * Maintain high-quality incident data, recorded via SNOW with a focus on high-quality inc

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