End User Services Engineer

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Jardine Lloyd Thompson Group plc (JLT) is one of the world's leading providers of insurance, reinsurance and employee benefits related advice, brokerage and associated services. Our client proposition is built upon our deep specialist knowledge, client advocacy, tailored advice and service excellence. Together, we place our clients first, champion independent thinking and expect to be judged on the results we deliver. JLT has offices in 40 territories with more than 10600 employees supported by the JLT International Network enabling us to offer risk management and employee benefit solutions in 135 countries.

The JLT business is continuously evolving and Group Information Technology is embarking on an exciting and truly global IT Transformation programme to support our business ambitions. We are improving the way we work and serve clients by investing in the efficiency and effectiveness of our people, systems and processes. Our objective is to remain agile, drive innovation and improve the value we bring to JLT.

We are a global IT organisation made up of around 650 colleagues world-wide. A large number of our teams are based in the UK - in our London City head office and further offices in Manchester, Birmingham and Bristol. Other teams are based in key regional hubs in the world’s high growth economies, such as Dubai, Hong Kong, Singapore, Sidney and Toronto to better meet the needs of local and multi-national clients and trading partners. We procure, develop, run and manage best-in-class IT solutions and services to support JLT’s business activities. We place our customers at the heart of all technology we buy or build. We partner with colleagues in the businesses to provide them with the solutions to deliver JLT’s industry leading services to our blue-chip clients.

End User Services Engineer - Permanent

Birmingham

The End User Service Engineer function is responsible for ensuring that all business IT used by our colleagues across the business within our office network is fit for purpose and that our colleagues understand how to get the most out of the IT they use on a day to day basis.

Key responsibilities:

                     Working with end users to diagnose, log and resolve support issues across user devices and a range of software applications

                     To work on a range of end user facing projects as required, working on and including new technology implementations, office moves and large scale software and hardware rollouts across the business

                     Develop and maintain relationships with key business and operational stakeholders within the given region/functions

                     Adhering to SLAs and updating users on ticket status

                     Reporting/spotting ticket trends

                     Run lunch and learn/PC clinic sessions to improve communication around IT

                     Coordinating of office moves and carrying out IT elements

                     Provide regular reports on performance and achievements to a variety of stakeholders

                     Active directory ownership for EUS users/devices

                     Participate in Incident Management activities

Successful candidates will demonstrate:

Essential:

                     Extensive technical expertise and experience of providing deployment, support and maintenance for end user devices and software on the following platforms:

- Windows PCs & laptops

- Windows end user software

- End user telephony

                     Technical expertise in and extensive experience of providing deployment, support and maintenance in the following areas:

- Active directory

- Hardware break fix

- User profiles

- Mobile telephony

                     Strong customer facing & communication skills

                     Ability to logically troubleshoot and diagnose problems

                     Must be able to communicate effectively with a customer first approach

                     Willing to challenge and speak up when needed. Offers constructive feedback as to why and is able to support their view. Willing to accept final outcome.

                     Plans, priorities and manages workload effectively to meet targets and deadlines. Shares any concerns or issues quickly, taking necessary steps to rectify.

Desirable:

                     Experience of providing deployment, support and maintenance for end user devices and software on the following platforms:

- Mac PCs & laptops

- Mac end user software

- Tablet devices

- Thin client devices

- Citrix

- Video conferencing devices

                     Relevant desktop based accreditations (MCP etc.)

                     Experience with scripting tools

Additional Details:

As you would expect from a company like Jardine Lloyd Thompson, we offer highly attractive reward packages. We are aware of how integral our employees are to our progress, so we ensure that everyone shares in that success. Whilst this varies from company to company within Jardine Lloyd Thompson in the UK, typical benefits can include:

                     Employee share schemes

                     Flexible Benefit Scheme (called Choices)

                     Generous holiday entitlement

                     Pension Plan

                     Private healthcare scheme

JLT aims to be an equal opportunities employer and we would like to encourage applications from all the community, irrespective of race, religion, gender, disability, age or sexual orientation.