1st Line help Desk

England, Cheshire, Chester
08 Mar 2019
05 Apr 2019
adam Whalley
IT, IT Support
Contract Type
Full Time

Service Desktop Support Technician



Bank of America Merrill Lynch are currently recruiting for a number of First line Service desktop support technicians to work in their Chester based office on a 12month contract with the potential to extend.

Candidates must be Flexibility in working hours as Rotational shifts and national holidays will be required.


The Technology Service Centre offers an opportunity to become part of a high performing team with a passion for technology, which is always seeking to improve, and where we have "Respect for Our Customers Time." We are aggressively using innovative techniques, exploring automation opportunities and bridging the support improvement efforts within our expanding technology environments.

We are responsible for providing the first line of support specific to all aspects of desktop applications and technology-related support activities. The core goal is to provide Subject Matter Expertise for technical support to the Technology Services Group for all Employees & Contractors.

This role will be heavily telephone based.

Key Responsibilities Include daily, weekly, monthly:

  • Provide first line/SME technical support to all Employees & Contractors
  • Respond to requests for technical assistance via phone, chat and Self-Service WEB tickets.
  • Assist users with Password resets and Unlocks
  • Troubleshoot Microsoft Office/Outlook 2013/16/O365
  • Remain current with support changes/ updates and adherence to the Company Policies and Incident Management process
  • Remotely diagnose and troubleshoot PC, printer, telephone, BlackBerry, VPN and software issues
  • Should possess knowledge about Virtual Desktops Infrastructure /Citrix environment
  • Should stay up to date with process and Technology changes
  • Research solutions using available knowledge base
  • Advise user on appropriate action
  • Log all inquiries and incidents as required
  • Assign unresolved Incidents to appropriate support teams in a timely manner
  • Responsible for ensuring incidents requiring urgent attention are escalated via the identified escalation management procedure
  • Remain current with support changes/ updates and adherence to the Company Policies and Incident Management process

Essential skills and experience

  • Previous technical desktop support experience, experience with MS Office Suite products, and customer service / soft skills experience.
  • Knowledge of PC hardware and software.
  • Ability to make sound decisions in real time crisis
  • Ability to follow set procedures and processes
  • Excellent documentation skills
  • Ability to work independently and/or in a team setting
  • Must have Ability to Multi task and manage priorities with little supervision.
  • Must have strong communications skills


  • ITIL experience would be added advantage.
  • Knowledge of call center metrics for operations support
  • HDI Support Center Manager Certification (preferred but not essential)
  • Other IT Certifications, i.e. Microsoft (preferred but not essential)
  • Experience in the securities or financial services industry is a plus.

N.B. This particular client requires that, if you are not a British Citizen, you must hold an EU Passport, Tier 1 Visa / HSMP, Dependency Visa, or Ancestry Visa for this particular vacancy or have Permanent Residency status in the UK - please specify in your response which of these you have.

Only suitable candidates need apply. If you have not received a response within a 48 hour period, please assume that you have been unsuccessful on this occasion.

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