Reporting to the IT Service Delivery Manager. Core objective is to provide basic first line support to staff within the company; assisting them with hardware and software problems via phone, email, remotely and in person, with a focus on service restoration and communicating with the customer on progress.

What you’ll do:

• To look after deployment (image and re-image laptops) back up user profiles and deal with new starters (Set up, config profile, install software’s) and leavers (collect assets, back them up and re-image them)
• To look after the asset register and update it on a daily basis
• To provide technical support; dealing with support queries in person, via phone, email and the IT help desk system
• To maintain a high degree of customer service for all support queries and adhere to all service management principles
• To take ownership of user problems and be proactive when dealing with user issues
• Respond to all calls on the call logging system or as instructed by the management team
• Respond to enquiries from clients and offsite staff and help them resolve any hardware or software problems
• Support users in the use of computer equipment by providing necessary training and advice
• To escalate more complex calls to the relevant IT Support member
• To arrange for external technical support where problems cannot be resolved in house
• To provide AV support and look after meeting rooms

About you:

• Strong logical thinking and the ability to troubleshoot any kind of problem, and apply context to assess priority.
• Strong interpersonal skills wit the ability to deal with the business at all levels.
• A strong and comprehensive understanding of PC/Mac hardware set-up and configuration, networking principles and specialist tools as used in the agency.
• A strong knowledge of Microsoft/Mac operating systems and productivity tools (word processors, browsers etc).
• Previous Helpdesk experience ideal but not essential
• Excellent verbal and written communication skills, ability to retain instruction, and push forward
• Experience of using call logging software
• Desire to progress, high motivation and good team working essential

ABOUT M&C SAATCHI GROUP

M&C Saatchi Group is a creative company that connects specialist expertise, fuelled by data, technology, and culture, to help clients navigate, create, and lead meaningful change. The Group operates across five core divisions: Connected Creativity; Passion Marketing; Global & Social Issues; Brand, Experience & Innovation; and Performance Media. Headquartered in London, operations span 23 countries with major hubs in the UK, Europe, US, Middle East & Africa, Asia and Australia. M&C Saatchi Group’s two principles, Diversity of Thought and Brutal Simplicity of Thought, guide how they build teams and solve problems.

M&C Saatchi Group is an Equal Opportunity Employer which does not discriminate, celebrates diversity and bases all hiring and promotion decisions solely on talent and capability, without regard for any personal characteristics.

All employee information is kept confidential according to General Data Protection Regulation (GDPR).

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