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1st Line application support

Advantage Resourcing
Closing date
24 Dec 2021

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Technology & New Media
Contract Type
Full Time
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1st Line Application Support
3 Month contract
Rates: up to £25 per hour (Inside IR35/UMB required)
London - 5 days on site (Waterloo)

Job Description
Supporting over 350 users, the Trader Support team are located "on the floor" throughout the Trading areas of major Shell Trading entities. They act as a first port of call for all front office staff located on the trade floors.
As a member of Trader Support, your primary responsibility will be providing fast and effective IT support within a busy Trading environment in the London office.

Specifically, this will involve:
*Induction of new starters, configuration of PCs and ensuring satisfactory "on-boarding" from an IT perspective.
*Monitor telephone hotline, email inbox and other communication tools where required.
*Log all interactions in ServiceNow and attempt immediate resolution.
*Proactively monitor call queues and undertake L1 resolution of tickets within defined SLAs.
*Escalate incidents to appropriate teams and follow up on progress.
*Handover to, and receive handover from, the Trading IT teams in the other regions.
*Undertake ad-hoc infrastructure/desktop remediation and project work as directed.
*Maintain knowledgebase library.
*Support the disaster recovery site and take part in annual exercises as well as being on rotation for maintenance visits.
*Work closely with our service partners to ensure end users receive a seamless service.

Advantage Resourcing is a service driven recruitment consultancy.
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