End User Support Engineer

We are looking to hire an End User Support Engineer on a 12 month Fixed Term Contract. The End User Support department is built around excellence in customer service. Strong process and procedures allow the team to ensure a consistently excellent service is delivered each and every time. Forming part of the wider IT department we provide IT support to our internal customer base. It is essential that any successful candidate have experience of this type of working environment.

A varied and interesting role responsible for delivering desktop support and other services across CMC’s global business. You will be expected to deal with customers via email, chat, telephone and face to face, assisting the existing team in ensuring work coming into the team is actioned as quickly and efficiently as possible, maintaining our high service standards at all times.

Work arrives into the team in a variety of ways and is then triaged and allocated to team members to work on to resolution. You will be expected to think on your feet and be willing to get involved in all tasks but will also have senior team members whom you can turn to for assistance.

Responsibilities

• Providing 1st and 2nd line desktop support services to internal customer base
• Ensure all laptops and desktops are built and ready for deployment at all times
• Manage the flow of work coming into the team, take ownership of issues, escalating to 3rd line where necessary
• Provide first point of contact support to end users, including guidance, training, and advice where applicable
• Onboarding new staff and exiting leavers in a professional and timely manner
• AV support for our Video Conferencing suites
• Support for remote working
• Manage customer expectations and provide regular updates
• Ensure a positive approach to challenges and provide open and honest feedback with the goal being to always improve service to the business and end users
• Ensure all tasks are delivered to a high quality and on time
• Constantly work to optimise support processes and procedures, looking for opportunities to turn reactive call handling into pro-active service delivery
• Ensure incidents and problems are managed correctly always documenting all steps for later analysis

CMC Markets is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of gender, sexual orientation, marital or civil partner status, gender reassignment, race, colour, nationality, ethnic or national origin, religion or belief, disability or age.