Full Description

The HIGHVERN group is a leading, independent professional services firm specialising in offering high-end bespoke services to the private capital fund sector and trust and company services to a number of the world’s wealthiest families.


REPORTING TO:
Business Systems Manager


ROLE PURPOSE:
As a Technology Administrator, you are the frontline of the Technology Team, bridging the gap between end-users and technology solutions.  Your role revolves around providing exceptional customer service, resolving technical issues, and ensuring smooth IT operations.


KEY ACCOUNTABILITIES:
User Query Handling:

• Be the first point of contact for end-users seeking assistance.
• Capture, validate, and triage user queries or issues promptly.
• Empathetically address user concerns, ensuring a positive experience.

Incident Resolution:

• Investigate and troubleshoot technical problems reported by users.
• Escalate complex issues to internal or external support teams when necessary.
• Collaborate with colleagues to find efficient solutions.

Service Requests:

• Process service requests (e.g., password resets, software installations).
• Ensure timely fulfilment of user needs.
• Communicate progress and resolution to users.

Desktop Support:

• Install and maintain desktop and meeting room equipment.
• Monitor laptop fleet, fix any technical or security issues and ensure that security patches are installed in a timely fashion.

User account administration:

• Carrying out the technology joiner, mover, leaver processes.
• Proactively maintaining user accounts across all systems, ensuring users only have the rights they are approved to have, and inactive accounts are disabled promptly.

Application support

• 1st/2nd line user support for business systems such as NavOne, Diligent, Xodosign, iManage, Office application.

SCOPE:
Service delivery responsibilities to cover all HIGHVERN jurisdiction and systems.  Operational duties as outlined above relating to Technology Team only.

SKILLS, KNOWLEDGE& EXPERIENCE REQUIRED:

• ITIL foundation qualified would be beneficial.
• 2+ years of experience in IT service delivery management.
• Experience in working within a service desk environment.
• Experience in technology asset management.
• Experience in carrying out technology operational processes.
• Excellent communication and interpersonal skills.

For more information please visit https://www.highvern.com/careers/technology-administrator-senior-technology-administrator/.

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