Senior Operations Support Lead Analyst providing comprehensive operations support services for Citi's Servicing Division. Ensures risk management integration and process compliance across various business groups.
About the role
- IT and Office Support position at E3G, a climate change think tank. Balancing IT coordination with office management in a hybrid working environment.
Responsibilities
- Provide first and second-line IT support to all staff, both remotely and in-person
- Diagnose and resolve hardware, software, and network issues.
- Manage IT ‘helpdesk’ and resolve requests through E3G’s central ICT mailbox.
- Support staff with user account administration by setting up user accounts on Microsoft 365, other productivity tools such as Teams.
- Administer user accounts, permissions, and access controls.
- Oversee cloud storage solutions (SharePoint).
- Coordinate with external IT providers and manage service contracts systems admin for several internal workplace tools and systems associated with smooth running of the office operations.
- Manage IT asset inventory (laptops, monitors, phones, tablets).
- Ensure health and safety compliance in office spaces.
- Serve as a Support Onboarding- Provide office tours to new starters and issue IT equipment, laptops and phones.
Requirements
- Proven experience in IT support or helpdesk (1st line support) roles.
- Proficient in Microsoft 365 (including SharePoint, Teams and Microsoft Office suite).
- Understanding of basic networking concepts.
- Knowledge of cloud-based systems and applications.
- Familiarity with backup and security practices.
- Excellent customer service orientation and patience.
- Can explain complex technical concepts in plain, everyday language.
- Strong organisational skills and attention to detail.
- Ability to prioritise, manage multiple tasks as well as be flexible.
- Proactive approach to troubleshooting and problem-solving abilities.
- Excellent written and verbal communication skills.
- Able to build relationships and confident to work in a team and independently.
- Use judgement to make sound and timely decisions.
Benefits
- Additional pension contribution equivalent to 7.5% of gross annual salary
- 25 vacation days + additional leave between Christmas and New Year
- Cycle to work scheme
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