Job Description

About the opportunity

About Technology The Technology function provides IT services to the Fidelity International business, globally. This includes the development and support of business applications that underpin our revenue, operational, compliance, finance, legal, marketing and customer service functions. The broader organisation incorporates Technology Infrastructure Services (TIS) that the firm relies on to operate on a day to day basis including data centre, networks, proximity services, security, application Infrastructure, incident management and remediation. Purpose of your role Desktop Services lead – is part of an IT team that provides support to Fidelity business units across the Locations. He/she has primary responsibility for hardware and software support services, maintaining customer satisfaction through problem resolution, Service Level Agreements (SLA) and being the lead, focus of a localised technical team. The role involves exposure to other Technical Services technologies groups and requires a solid understanding of how these interact together and the processes for delivery.

• Be a fully experienced employee able to handle more complex work or service provision.
• Work with limited supervision to achieve agreed targets and goals.
• Demonstrate either specialist technical knowledge, project skills and people management skills.
• Ensures that activities of direct & indirect subordinates support the overall area goals.
• Actively participate as a team member – share with colleague – knowledge, skills and experience of process, product, standards and systems.

Your key accountabilities

• Resolving Service Requests and Incidents within SLA – Enhance Client experience by reducing repeated issues.
• Work on complex problems – use Nexthink, identify root cause and create KB articles. Follow escalations if SLAs are breaching.
• Ensure Service Level Agreements are met and maintained.
• Achieve high quality of service support to the business community.
• Complete identified objectives – Requiring some management ability across IT functions.
• Collaborate with Infrastructure teams on high severity issues and provide resolution to end users.
• End Users IT Assets Management – Managing Data Quality.
• Projects Support – Executing and driving Project work with great client experience.

Skills and experience

• IT experience, with proven technical support experience.
• Solid knowledge of desktop environments Windows10. Advanced troubleshooting of OS related issues, MAC OS.
• In-depth knowledge of O365 architecture. Advanced troubleshooting skills in solving O365 app issues like Outlook, MS Teams etc.
• Reporting and Presentation Skills – Solid experience in MS Excel and PowerPoint.
• Industry Recognised Qualifications – MCP, MCSE, and CCNA.
• Analytical and problem solving skills.
• Sound knowledge on Network & Internet applications
• Good to have a team leadership experience
• ITL certified (Desirable) with a knowledge of structured change management.
• Organised and be able to work under pressure and on tight deadlines.
• Flexible team player, comfortable in a multi-national environment.
• Strong relationship with business units. Experience in dealing with different kind of business environments.
• Client management experience – ability to interact with senior stakeholders and VIPs
• Flexible and adaptable, responds rapidly to changing agendas. Able to re-prioritise and organise effectively.
• Communicator – excellent written and verbal skills, good attention to detail.

Desirable skills

• Knowledge of Microsoft BackOffice products.
• Knowledge of SCCM and VDI infrastructure – Citrix based
• Knowledge of software packaging and deployment.
• knowledge of WAN and LAN dependencies

About you

About Fidelity International

Fidelity International offers investment solutions and services and retirement expertise to more than 2.5 million customers globally. As a privately held, purpose-driven company with a 50-year heritage, we think generationally and invest for the long term. Operating in more than 25 countries and with $739.9 billion in total assets, our clients range from central banks, sovereign wealth funds, large corporates, financial institutions, insurers and wealth managers, to private individuals. Our Workplace & Personal Financial Health business provides individuals, advisers and employers with access to world-class investment choices, third-party solutions, administration services and pension guidance. Together with our Investment Solutions & Services business, we invest $567 billion on behalf of our clients. By combining our asset management expertise with our solutions for workplace and personal investing, we work together to build better financial futures. Our clients come from all walks of life and so do we. We are proud of our inclusive culture and encourage applications from the widest mix of talent, whatever your age, gender, ethnicity, sexual orientation, gender identity, social background and more. As a flexible employer, we trust our people to perform their role in the way that works best for them, our clients and our business. We are a disability-friendly company and would welcome a conversation with you if you feel you might benefit from any reasonable adjustments to perform to the best of your ability during the recruitment process and beyond. Data as at 31 March 2021. Read more at https://www.fidelityinternational.com/

Applying to this Job Role: Please note you are only required to upload your CV/Resume to the application screen.