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About the Role

Provide a professional on-site Second Line Deskside IT support service for UK and Ireland offices, supporting Microsoft desktop technologies, basic hardware troubleshooting, meeting room and computer room management, network patching, and application support for core applications. Action incidents and requests escalated from first line support to meet Colliers' business requirements within agreed support hours.

Responsibilities

Provide support for all incidents and service requests for all IT systems/services.
Provide support in person, over the phone, and using MS Teams.
Ensure incidents and requests are resolved in a timely manner in line with Service Level Agreements (SLA).
Escalate issues to 3rd line support as required, ensuring they are driven to meet service level targets and communicate status via regular updates.
Take end-to-end ownership of all IT incidents and requests, including communication and technical resolution.
Follow the escalation process to ensure a consistent and professional IT support service.
Manage all user administration tasks such as joiners, leavers, and changes.
Attend and Deliver Tech Expert events as requested.
Provide proactive on-site training, such as technology events and tips of the week.
Provide support for client meetings and AV setup.
Onboard new joiners.
Support Desktop PCs, Laptops, and local hardware devices.
Manage and support remote working.
Provide support for iPhones, iPads, Windows, and Android Phones.
Manage the on-site Server Room in line with IT Processes and tickets from the EMEA Infrastructure team.
Handle hardware procurement.
Follow the change management process to ensure changes to the Desktop infrastructure do not cause unplanned outages.
Work on assigned tasks associated with the Change process.
Manage and maintain the accuracy of Desktop infrastructure components in the Configuration Management Database.
Be involved in the project management process from inception through to transition to 'business as usual' as the point of contact for the Service Delivery team.
Participate as a project resource to provide Desktop support and deliver solutions within agreed timescales.
Ensure participation in project activity is approved.
Provide a professional, approachable, and technical IT support service to the company.
Take ownership of all incidents and service requests managed by 2nd line.
Achieve 85% of incidents resolved within OLA.
Achieve 90% of incidents resolved within SLA.
Achieve 90% of incidents responded to within OLA.
Gather feedback from team members and customer satisfaction questionnaires.
Participate in regular performance and development reviews.

Requirements

Analytical problem-solving skills to follow an incident or problem through to resolution.
Excellent customer service skills.
Experience of working in an ITIL environment preferred but not essential.
Use initiative with a positive and can-do attitude.
Identify business impacting incidents and escalate them via the escalation process.
Ability to communicate effectively with a confident telephone manner.
Excellent attention to detail in all written communication.
Tactful and diplomatic when dealing with pressurized situations.
Able to manage own tasks across various areas and prioritize appropriately according to SLA to meet business deadlines.
Ability to work effectively alone and within your team/group or project, under appropriate supervision.
Maintain good working relationships with all members of IT.
Professional appearance and attitude at all times.
Flexible approach to role including travel where required.
Highly motivated, willing to continually update knowledge and skill set.
Ability to liaise and communicate with all levels within IT and across the business.
Knowledge Article Creation.

Skills

ServiceNOW
Microsoft Office 365
Microsoft Teams
Microsoft Windows 11
Microsoft Active Directory administration
Exchange administration
Microsoft Office administration
Microsoft Teams administration
Microsoft 2 factor authentication
Azure\Entra administrations
Sharepoint
ADSL and Wi-Fi technologies
Apple and Windows Mobile devices
Networking concepts
Citrix
Printing
SCCM
Remote working solutions such as Broadband, 4G\5G and VPNs (virtual private network)
Building PCs and troubleshooting hardware\software issues

Location

London

Work Type

Onsite
Full-time

Experience Level

Second Line Support

About the Company

Colliers is a leading commercial real estate services company, providing a full range of services to real estate occupiers, developers and investors on a local, national and international basis.
Services include brokerage sales and leasing (landlord and tenant representation), real estate management, valuation, consulting, project management, project marketing and research.
We provide our services across the core sectors (office, industrial, retail and hotel) as well as many specialised property types.
The UK business is headquartered in London, with over 1300 specialists throughout 16 offices across the UK and Ireland.

Equal Opportunity

Colliers makes reasonable adjustments in line with the Equality Act 2010.
Colliers is a Disability Confident Employer.
Colliers is proud to be an equal opportunities employer.
We do not discriminate based on age; disability; gender; gender reassignment; marriage and civil partnership; pregnancy and maternity; race (including colour, nationality and ethnic or national origins); religion or belief; sex; or sexual orientation.
We also value diverse experience and neurodiversity.