- Provide technical support and customer service to all employees in a timely manner and in response to SLAs determined in the ServiceNow system
- The primary value is to provide quick and efficient resolution while minimizing disruption to the customer
- Manage the ticketing queues to ensure issues are prioritized and actioned.
- Build and support effective relationships with all employees, partners, visitors, and vendors across the enterprise
- Coordinate, setup, and support audio-visual technologies used in conference rooms and auditorium
- Showcase and train users in new technologies
- Provide education on information technology issues and services to employees across the enterprise
- Develop, document, and implement standard operating procedures and customer service guidelines relating to remote and localized IT support
- Be an active participant in the team
- Ordering equipment and maintaining inventory of IT assets
- Project work including those required for acquisitions and integration of companies
- Coordinate and support office moves, and user restacks
- Be an active advocate for the customer within IT and with outside technical groups
- Escalate issues to the appropriate technology teams and drive to closure.
- Provide backup and knowledge sharing for the global team when needed.
- Availability to provide support outside of business hours if required.
- May include occasional travel to other offices
- Follow company guidelines, processes, and standards
- Assist in creation of technical documentation and manuals regarding standard operating procedures and customer service guidelines relating to remote and localized IT support
- Working knowledge of office automation products and computer peripherals, like printers and scanners
- Ability to perform remote troubleshooting and provide clear instructions.
- Set up, maintain, and troubleshoot Microsoft Windows (Win 11 AND Office 2016) desktop, Laptops, and Notebook computers
- Basic Knowledge of ADS, DNS, DHCP configuration
- Handling of Asset management and vendor management
- Basic LAN (Network) troubleshooting knowledge
- Outlook, MS Teams, and OneDrive configuration in end client
- Bachelor's Degree in an information technology related field
- Minimum of 5 years in a fast paced and dynamic environment in a technical support role
- Excellent skills and proven abilities in organization and planning
- Excellent communication and interpersonal skills
- Good problem-solving and critical thinking skills
- Ability to actively participate as part of a team and work independently exhibiting multi-tasking and flexibility
- Strong service delivery and customer management skills
- Proficiency in supporting Windows 10, Windows 11, Office 365, iOS and Mobile Technologies
- Experience supporting multiple aspects of the business in a corporate environment
- Experience using ServiceNow
- Experience of working in data centres and a basic knowledge of server and network infrastructure
Senior Infrastructure Analyst - Poznań, Polska - F4418 Franklin Templeton Investments Poland Sp. z o. o.
Opis
At Franklin Templeton, we're advancing our industry forward by developing new and innovative ways to help our clients achieve their investment goals. Our dynamic and diversified firm spans asset management, wealth management, and fintech, offering many ways to help investors make progress toward their goals. Our talented teams working around the globe bring expertise that's both broad and unique. From our welcoming, inclusive, and flexible culture to our global and diverse business, we provide opportunities to help you reach your potential while helping our clients reach theirs.
Come join us in delivering better outcomes for our clients around the world
What is Consumer Support Front Office responsible for?
The Consumer Support Front Office's primary role is to provide technology and functional support to internal clients for issues including hardware, operating system, desktop, web, and mobile applications, mobile and vpn services, conferencing, and printing. Our goal is to increase users' ability to self-service, enhance users' experience, and support users in adopting new technologies. We are the primary customer interface with technology and are responsible for supporting all customer facing technologies.
What are the ongoing responsibilities of Senior Infrastructure Analyst?
The primary value is to provide quick and efficient resolution to issues while minimizing disruption to the customer. This includes addressing their technical issues, requests, and support of their IT environment. Also provide support for all cross-functional teams as hands and eyes for the IT Infrastructure and providing vendor support.
Responsibilities:
What ideal qualifications, skills & experience would help someone to be successful?
Experience our welcoming culture and reach your professional and personal potential
Building teams with diverse skills, backgrounds, and experiences has always been important to us. Cultivating an inclusive culture where employees feel safe to share their voices is not only beneficial for our people, but also drives innovation and enables us to deliver better client outcomes. So, no matter your interests, lifestyle, or background, there's a place for you at Franklin Templeton. We will provide you with tools, resources, and learning opportunities to help you excel in your career and personal life.
We want our employees to be at their best. By joining us, you will connect with a culture that focuses on employee well-being and provides multidimensional support for a positive and healthy lifestyle. We understand that benefits are at the core of employee well-being and may vary depending on individual needs. Whether you need support for staying physically and mentally healthy, saving for life's adventures, taking care of your family members, or making a positive impact in your community, we aim to have you covered.
Franklin Templeton is an Equal Opportunity Employer. We are committed to providing equal employment opportunities to all applicants and existing employees, and we evaluate qualified applicants without regard to ancestry, age, color, disability, genetic information, gender, gender identity, or gender expression, marital status, medical condition, military or veteran status, national origin, race, religion, sex, sexual orientation, and any other basis protected by federal, state, or local law, ordinance, or regulation.
Franklin Templeton is committed to fostering a diverse and inclusive environment. If you believe that you need an accommodation to search for or apply for one of our positions, please send an email to . In your email, please include the accommodation you are requesting, the job title, and the job number you are applying for. It may take up to three business days to receive a response to your request. Please note that only accommodation requests will receive a response.