Responsibilities
Societe Generale is one of Europe's leading financial services groups and a major player in the economy for over 160 years, supporting 25 million clients every day with more than 126,000 staff in 65 countries.
We’re looking for a Trainee Desktop Support Analyst to join the dynamic and motivated IT infrastructure teams on a digital transformation journey!
About the team:
Within the Societe Generale group, GTS (Global Technology Services) consists of several technical streams responsible for defining the technical strategy and vision for their respective disciplines. Our vision within GTS is to provide cost-effective, state-of-the-art technology services and support based on real-time infrastructure shared by our respective business lines, requiring compliance with common standards, policies, and security.
The DWS (Digital Workplace Services) entity oversees the workstation (desktop and laptop computers, printing) ecosystem, collaboration tools (telephony, messaging, etc.), and associated services (user support, antivirus, etc.). Its mission is to provide the Group's employees with a fluid, mobile, secure, and intuitive digital work environment, with an optimal environmental and social impact.
Summary of Key Purposes of the Role: To work in a fast-paced, pressurized environment, providing desktop support to our customers and assisting them with software problems via phone or email. Work to set call SLA targets: meet & improve processes and take a proactive attitude. Support approximately 2500 users at our Canary Wharf premises. Continually liaise with counterparts in other regions and with peers in the UK. Support a range of hardware from laptops and tablets to smartphones and IP phones. Responsibilities: Provide technical support for our Digital Workplace services both remotely and in person. Maintain a high degree of customer service for all support queries and adhere to all service management principles. Achieve 70%+ of incident closures within one hour. Take ownership of user problems and be proactive when dealing with user issues. Manage cases on our service management tool (currently Service Now). Maintain a log of any software or hardware problems detected. Respond to inquiries from clients and help resolve any hardware or software problems. Support users in the use of our Digital Workplace services by providing necessary training and advice. Escalate more complex calls to the relevant level 3 support teams. Update/create knowledge databases with new processes and fixes. Ensure incidents and requests are managed following the ITIL framework. Regularly maintain updates on own cases. Notify users of all progress and status. Follow IT Security Guidelines. Ensure a good flow of information between our clients and the support team & between the 2nd & 3rd line skill teams (Desktop support, Mail, operations & engineering team). Profile required Education (Essential): Educated to a 2.1 degree level. Minimum of 5 A-C’s including Maths and English. Experience (Essential): A minimum of 1 year’s experience in a customer service role. A maximum of 1 year’s experience in a 1st/2nd line support role. Technical (Essential): An understanding of the Windows infrastructure fundamental knowledge: server, network, Active Directory, DNS, DHCP. Windows 10 troubleshooting skills. Experience with using and troubleshooting the Office 365 suite (Teams, Outlook, OneDrive, Excel, Word, PowerPoint). Basic understanding of PC hardware set-up and configuration. Other (Essential): Excellent verbal and written communication skills. Client/Customer focused. Highly motivated and eager to learn. Desirable: Market Data applications (e.g., Bloomberg, Reuters, etc.). Why join us: People join for the impact they can have on us. They stay for the impact we have on them. A flatter structure offers visibility and exposure beyond that of our competitors, so you know our names, and we know yours. It's personable, human, and inspires success through passion. By encouraging open-mindedness and a willingness to share ideas, we have adapted to market changes and thrived through innovation. Bringing words like “hard work” and “dedication” together with “community” and “respect” has enabled us to work collaboratively and build our future together. We call this Team Spirit and it's what makes us different. It's what makes you different. Business insight: If you feel you have the required experience and qualifications, then please apply to the SG Resourcing Team, and we will manage your application. At Société Générale, we believe our people are our strength and are core to the success of our business. As such, we search for, recruit, and appoint the best available person on the basis of aptitude and ability, regardless of sex, marital or civil partnership status, race, colour, nationality, ethnic or national origins, pregnancy, disability, age, sexual orientation, religion, belief or gender identity.
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Summary of Key Purposes of the Role: To work in a fast-paced, pressurized environment, providing desktop support to our customers and assisting them with software problems via phone or email. Work to set call SLA targets: meet & improve processes and take a proactive attitude. Support approximately 2500 users at our Canary Wharf premises. Continually liaise with counterparts in other regions and with peers in the UK. Support a range of hardware from laptops and tablets to smartphones and IP phones. Responsibilities: Provide technical support for our Digital Workplace services both remotely and in person. Maintain a high degree of customer service for all support queries and adhere to all service management principles. Achieve 70%+ of incident closures within one hour. Take ownership of user problems and be proactive when dealing with user issues. Manage cases on our service management tool (currently Service Now). Maintain a log of any software or hardware problems detected. Respond to inquiries from clients and help resolve any hardware or software problems. Support users in the use of our Digital Workplace services by providing necessary training and advice. Escalate more complex calls to the relevant level 3 support teams. Update/create knowledge databases with new processes and fixes. Ensure incidents and requests are managed following the ITIL framework. Regularly maintain updates on own cases. Notify users of all progress and status. Follow IT Security Guidelines. Ensure a good flow of information between our clients and the support team & between the 2nd & 3rd line skill teams (Desktop support, Mail, operations & engineering team). Profile required Education (Essential): Educated to a 2.1 degree level. Minimum of 5 A-C’s including Maths and English. Experience (Essential): A minimum of 1 year’s experience in a customer service role. A maximum of 1 year’s experience in a 1st/2nd line support role. Technical (Essential): An understanding of the Windows infrastructure fundamental knowledge: server, network, Active Directory, DNS, DHCP. Windows 10 troubleshooting skills. Experience with using and troubleshooting the Office 365 suite (Teams, Outlook, OneDrive, Excel, Word, PowerPoint). Basic understanding of PC hardware set-up and configuration. Other (Essential): Excellent verbal and written communication skills. Client/Customer focused. Highly motivated and eager to learn. Desirable: Market Data applications (e.g., Bloomberg, Reuters, etc.). Why join us: People join for the impact they can have on us. They stay for the impact we have on them. A flatter structure offers visibility and exposure beyond that of our competitors, so you know our names, and we know yours. It's personable, human, and inspires success through passion. By encouraging open-mindedness and a willingness to share ideas, we have adapted to market changes and thrived through innovation. Bringing words like “hard work” and “dedication” together with “community” and “respect” has enabled us to work collaboratively and build our future together. We call this Team Spirit and it's what makes us different. It's what makes you different. Business insight: If you feel you have the required experience and qualifications, then please apply to the SG Resourcing Team, and we will manage your application. At Société Générale, we believe our people are our strength and are core to the success of our business. As such, we search for, recruit, and appoint the best available person on the basis of aptitude and ability, regardless of sex, marital or civil partnership status, race, colour, nationality, ethnic or national origins, pregnancy, disability, age, sexual orientation, religion, belief or gender identity.
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