IT Service Delivery Assistant

Edelman is a leading global communications marketing firm helping business and organisations evolve, promote and protect their brands and reputations operating in 65 offices around the world. The London office has 500+ employees providing first-class services to over 100 clients.

We are looking for a self-motivated, enthusiastic IT Service Delivery Assistant to form part of the London IT team offering hands-on systems support in our London office(s). This person will be responsible for ensuring our staff have access to the goods and services provided by the office from their start date. They will also assist in ensuring IT tickets and projects are worked through to successful completion, liaising with the relevant wider teams. This is an on-site role working directly with staff, equipment, vendors both internal and external and occasionally supporting our sister company office in Old Street. This is a great opportunity for a technically minded, detail orientated, people person to learn the corporate IT lifecycle and a great starting place for a career in IT. Reporting to the IT Service Delivery Manager UK & Ireland, this person will be eager to learn and develop from the foundation of ITSM.

Responsibilities;

• Ensure IT goods and services for the local office are supplied in clean and working order for all new starters on their start date
• Provide new starter onboarding including, but not limited to, office best practices and systems overview, fire alarm procedure
• Provide user walk-up management for issues requiring hands on intervention, including VIP staff support
• Liaise with the London Facilities and HR teams on new hire equipment requirements, including but not limited to, laptop, building access control, mobile phones and remote working accessories
• Stock control of spare equipment inventory
• Provide advanced meeting room support, AV troubleshooting, connecting client equipment to office Wi-Fi etc
• Ensuring the local London Service Desk Ticket Queue is monitored/serviced at all times and SLAs are adhered to
• Liaising with the IT level 1 offshore support staff and providing advice and guidance on ticket escalations
• Provide 5-Star Excellence in Customer Service and a helpful attitude for all customers at all levels
• Act professionally and as a collaborative peer in the global IT team
• Log incidents and service request calls into the helpdesk ticketing system with good detail and validation
• Assist with deliveries, equipment moving and storing, asset tracking and documentation
• Contribute to performance appraisals for peers, managers, and direct reports

Skills and Qualifications;

• Customer service focused with a willing to learn “can-do” attitude
• Flexibility, multi-tasking, ability to deal with deadlines and high-pressure situations
• Attention to detail and organizational skills
• Excellent verbal and written communication skills
• Excellent time management
• Understanding of administering Microsoft and Apple operating systems, using console, regedit, activity monitor, task manager, encryption etc
• Basic knowledge of IT networking
• Basic knowledge of AV and conferencing equipment
• Basic knowledge of Helpdesk tools for tracking issues and resolution
• Basic knowledge of MDM configuration and processes
• Basic knowledge of ITIL framework
• #LI-SD1