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Lanware is a leader in total technology outsourcing for the financial markets sector. We pride ourselves on being dynamic, flexible and agile with the capability to deliver innovative solutions and managed services that are the best in class, using leading edge technology.
We have partnered with the industry leaders in data centres, platforms, networking, and enterprise software to deliver these mission critical solutions and infrastructure to our clients.
Our clients are significant players in the financial services market and as such, demand perfection at all levels and solutions that deliver the highest availability and stand up to scrutiny from industry regulatory bodies or when attracting new investment.
The ideal candidate would be a recent graduate who has the relevant work experience or placement in a customer facing role. You will be the first contact point between Lanware and our client’s users.
Excellent customer service skills, including a professional and helpful telephone manner, the ability to relate effectively to users with differing levels of skills and experience;
A solid grounding in networking and standard workplace technologies (primarily
Microsoft desktop);
Good organisation skills with a logical, analytical approach to problem solving and the ability to prioritise work to meet deadlines and to cope with fluctuations in workloads;
Ability to maintain control of support incidents, particularly if the user is frustrated or under pressure;
Ability to work on your own initiative whilst at the same time adhering to strict polices and procedures;
The ability to prioritise work and manage expectations on customer and managers;
Embracing a culture of best practise, process, compliance and continuous improvement;
A demonstrated flexible and committed work ethic with a drive to continually go beyond the status quo;
Proven success in contributing to a team-oriented environment;
Excellent communication (written and oral) and interpersonal skills;
Knowledge of ITIL Service desk and incident management disciplines.
Working as part of the Service Desk team providing 1st line PC, and network support;
Focused on delivering high first-time fix rates;
Logging and prioritising incidents / requests using Service Desk processes;
Responsible for ensuring incidents are logged with third party suppliers and other departments as required;
Ensure all logged incidents have been assigned to a Service Desk Engineer and information if captured correctly through incident lifecycle
Raising purchase orders on behalf of the customer;
Responsible for escalation of incidents to relevant management as required;
Managing user expectations and ensuring user acceptance for all incident resolutions;
Remote management of business-critical products and service levels;
Out of hours scheduled/planned work (Chargeable);
Ensuring compliance with the company’s policies and procedures relating to information security management and to report any observed or suspected security weaknesses in the systems or services that Lanware provides.

Essential
A comprehensive technical grounding and experience of supporting Windows
Desktops, Laptops, Microsoft Office, Blackberries, Internet, Remote Access Software and Printers;
Basic Active Directory Administration;
Role typically favours those who are fully or part qualified. Relevant MCP, MCSA or
MCSE qualifications are a strong bonus.
Desirable
Citrix Administration;
Exchange Administration;
Data Centre cabling, racking and patching;
Virtualisation VMware Server Administration;
Experience with the Financial Services Industry;
European or Japanese language skills.
Essential
2.2 Bachelors Degree or equivalent relevant experience;
Experience working in a support role.
Desirable
MCSA or MCSE.