1st/2nd Line Desktop Support Administrator

Joining Capco means joining an organisation that is committed to an inclusive working environment where you’re encouraged to #BeYourselfAtWork. We celebrate individuality and recognize that diversity and inclusion, in all forms, is critical to success. It’s important to us that we recruit and develop as diverse a range of talent as we can, and we believe that everyone brings something different to the table – so we’d love to know what makes you different. Such differences may mean we need to make changes to our process to allow you the best possible platform to succeed, and we are happy to cater to any reasonable adjustments you may require. You will find the section to let us know of these at the bottom of your application form or you can mention it directly to your recruiter at any stage and they will be happy to help.

Who we are

Capco Global IT ensure that our employees are always able to conduct business with our client in the safest way whilst allowing flexibility and enabling to work while travelling or at home. The team support over six thousand people globally across three territories using an IT infrastructure team of just 37 people.

The core of Capco’s business is consulting but we also have digital engineering departments who look at emerging tools and help clients with advanced data processing.

Capco IT is an IT department with global standards but the freedom to operate independently where it makes sense. Reporting into the IT Director are 3 Territory Leaders whose main role is to ensure that the operational service in their territory aligns to agreed service levels and improve the service that we provide. Each territory consists of circa 9 people whose main role is 1st/2nd line operational support and procurement. Supporting these teams are 6 technical SME’s/Managers who ensure that the core infrastructure is monitored and maintained.

About the Job 

The Capco IT Administrator role reports directly to the local Senior IT Analyst and will be primarily responsible for the UK laptop refresh (c800 laptops) and some first \ second line IT Support alongside members of the UK IT team based in the same office. Capco is looking to   employ someone who is looking to enter a career in IT and keen to learn. The ability to communicate with and assist staff of all levels across the company is expected. A customer service background and the ability to resolve queries face to face as well as over the phone and email is an advantage but not required. This is a full time office based role.

Role Scope & Key Responsibilities

Responsibility will be in the office the role is based in with telephone support provided to other offices globally during normal working hours as part of Capco’s follow the sun support model. This will include liaising with local IT staff in Americas, Europe and APAC. There will be a requirement to be flexible with shift work to cater for global time zones from 08:00 to 18:00 GMT

Trips may be required to offices in Europe to provide on-site support to staff, diagnose issues with network\infrastructure and assist with resolution.

Responsibilities for assisting with tasks include.

• Laptop refresh is the first and foremost priority for the role.
• Ability to communicate and plan laptop exchanges with staff of all levels
• Ensure consistent quality of ticket logging, communication and fast resolution of issues, following ITIL standards
• Responding to and triaging service desk requests logged via a global ticketing system (ServiceNow)
• Provide general desktop support to user base via phone, email and desk side
• Some exposure to Installing, configuring and troubleshooting printers, room booking systems, Android devices, iPhones & iPads
• Server room clean-up and upkeep, including cabling

Examples of the main duties are:

• Managing the Capco workstation inventory for the local office
• Leavers laptop collection and tracking
• Laptop deployment via AutoPilot and inventory management
• Assisting with MacBook administration and support
• Processes and procedures documentation
• Assisting with the new joiner process for IT which
• Setting up new joiner accounts in Active Directory
• Building new joiner laptops using AutoPilot
• Giving new joiner induction

 Experience

The following is required for this role

• Professional and well presented at all times
• Highly organised with regards to job prioritising, asset tracking and time management
• Able to work in a team locally and remotely to troubleshoot and resolve issues
• Excellent people and social skills for interaction in the office and at social events
• An understanding of Windows and Apple client operating systems

Why Capco?

You will join a company that supports and encourages an entrepreneurial outlook and independent thinking. Capco is not about organizational charts and layers – we operate with little hierarchy because we want all employees to feel that Capco is their firm.

We offer highly competitive benefits, including medical, dental and vision insurance, a 401(k) plan, tuition reimbursement, and a work culture focused on innovation and creation of lasting value for our clients and employees.