Overview

Direct message the job poster from W1M Wealth and Investment ManagementWith over £21 billion in assets under management (AUM) and a team of more than 300 professionals, W1M specialises in working with high-net-worth and ultra-high-net-worth individuals and families, charities, and institutions. The firm offers an extensive range of services, including cross-border advisory and planning expertise, institutional-quality investment management, and comprehensive global tax and consolidated portfolio reporting, designed to meet the evolving complexities of wealth and investment management, including addressing international and intergenerational needs. Beyond its direct client relationships, W1M also maintains a longstanding partnership with Independent Financial Advisers, providing access to its market-leading investment solutions.We are always looking to strengthen our team with talented individuals who share our values and ambition. If that sounds like you, we would be delighted to hear from you.

Role Objectives

The Senior Service Desk Engineer will deliver high-quality technical support. As one of the senior members of the support team, you will be the go-to expert for complex technical issues and escalations working with Microsoft technologies. This includes resolving user queries, troubleshooting technical issues, and ensuring a seamless IT experience for office-based and remote staff. The role works closely with the Service Desk team, escalating complex issues and leading/contributing to IT projects where required.

Shift pattern

Early: 7:30 AM – 4:00 PMLate: 10:00 AM – 6:30 PMThere may also be occasions where after-hours responses are required for monitoring alerts.

Key Accountabilities

User Support

— Act as the first point of contact for all IT-related issues, providing timely and effective support via phone, email, and Microsoft Teams.

Analyse and troubleshoot technical problems; resolve issues or escalate to the appropriate team or third-party support as needed.

Log, track, and manage service desk tickets in the system, documenting issues, actions taken, and resolutions.

Provide IT support for both office-based and remote users, ensuring access to necessary systems and resources.

Adhere to software and media policies by obtaining required permissions and maintaining an audit trail.

Use appropriate tools to deliver both remote and onsite support to users at all organisational levels.

Prioritise support requests based on urgency and business impact to minimise disruptions.

Act as an escalation point within the service desk

Routine Tasks

Monitor servers, network services, and backups during shifts, resolving or escalating issues as needed.

Conduct monthly processes, including inventory checks, consumables management, and user access reviews.

Manage user accounts in Active Directory, including creating, modifying, and deleting accounts in line with departmental processes.

Configure and deploy workstations for new users, ensuring smooth onboarding and adherence to company standards.

Maintain accurate inventory records of IT hardware and software resources.

Support the secure disposal and recycling of IT equipment and consumables.

Prepare reports and statistics for the Service Desk Manager as required.

Assist with IT equipment procurement, consulting with relevant stakeholders and adhering to departmental standards.

Projects

Contribute to IT projects as assigned by the Head of IT or Service Desk Manager, taking ownership of specific tasks and meeting deadlines.

Collaborate with team members to manage project tasks and ensure timely delivery.

Maintain accurate and up-to-date project documentation.

Teamwork and Communication

Maintain open communication with the Service Desk Manager, providing regular updates on tasks and issues.

Actively participate in team meetings, sharing ideas and providing feedback to enhance service delivery.

Foster a collaborative team environment by supporting colleagues, sharing knowledge, and promoting best practices.

Communicate effectively with end users, ensuring they are informed throughout the support process.

Build and maintain positive relationships with users, demonstrating a customer-focused approach to IT support.

Competencies and Personal Skills

Strong relationship skills.

Collaborative team player with a focus on organisational goals.

Ability to communicate complex ideas in business-friendly and user-friendly language.

Proactive and self-motivated with key attention to detail.

Excellent written and verbal communication skills.

Strong interpersonal skills, particularly in active listening and questioning.

Ability to document processes and solutions effectively.

Skilled in researching IT issues and implementing solutions.

Ability to work independently with strong organisational skills.

Security and confidentiality awareness, with a strong understanding of data protection and security best practices.

Qualifications and Experience

Microsoft 365 Fundamentals (MS-900)

Microsoft Windows client (Windows 10 onwards)

ITIL 3 Foundation

Over 4 years of hands-on experience in 1st and 2nd Line IT Support within the financial services sector

Experience with M365 services, including SharePoint, OneDrive, and Teams

Familiarity with Microsoft Teams telephony

Proficiency in using and troubleshooting Microsoft operating systems and Office applications

Experience with ticketing and ITSM tools - logging and processing support calls

Ability to install and configure hardware, software, networks, printers, and scanners

Strong diagnostic skills for software and hardware issues

Experience managing equipment and consumables inventory

Ability to troubleshoot complex IT issues for office-based and remote staff

Ability to support users at all levels of the organisation, including C-suite executives

Experience with understanding financial systems, security protocols, and compliance requirements in the industry

Additional InformationThe duties and responsibilities described above are not exhaustive. Additional tasks may be assigned from time to time.

Equal OpportunityW1M is an equal opportunities employer and in accordance with the rules regarding discrimination in the Equality Act 2010, we welcome applications from all suitably qualified persons.

Pay and Benefits

Competitive compensation and benefits package

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