IT Service Desk Technician - London

The IT Service Desk Team manages the IT estate and applications used to support our users.

• Technical Service Desk Support
• Asset Management
• User Access Control and Cyber Security

What you will do

• 1st point of contact for all our employees for the IT related queries.
• Identify and diagnose issues and problems.
• Categorise and record queries .
• Provide solutions to incidents, service requests, problems and queries.
• Meet agreed service levels and quality; ensuring employees are kept up to date with the progress of their ticket.
• Liaise with users to advise directly on an appropriate course of action for their issues.
• Update, Monitor incidents and issues through to resolution.
• Escalate issues where necessary to a higher level of support in a timely manner
• Provide essential security communications, advice and support
• Utilise tools and systems to manage systems efficiently and effectively
• Support of colleagues in their use of laptops, phones and other IT equipment in the office.

Actively contribute to an effective and engaged team, clear on its purpose and contribution, by:

• Ensuring you know what is expected of you, through regular 1:1's, having clear objectives in place, and participating in open and honest performance and development conversations
• Ensuring a respectful and inclusive workplace, where team members communicate openly, share knowledge so it can be used, and respect difference.
• Living the CDP Values and demonstrating the behaviours appropriate to your position.

Internal stakeholders include: All CDP Teams

External stakeholders include: IT Suppliers/Vendors

Do you have experience in Intune?, * Minimum of 1 Years' Service desk experience

• Experience with Microsoft 365, Azure, Entra, Intune
• Knowledge of ITIL and ITSM processes
• Good Collaboration and communication skills
• Understands the needs of customers/users and represents this in their work prioritisation, effort and where needed escalation.
• Ability to work hierarchically and in functionally (remote) teams across different locations
• Takes action to develop their own knowledge
• Demonstrates an analytical, methodical and systematic approach to problem-solving
• Interacts with an influences colleague to prioritise based on the best customer/user outcomes
• Effective writing, oral and presentation skills in English
• Driven to succeed

CDP is a global non-profit that runs the world's only independent environmental disclosure system. As the founder of environmental reporting, we believe in transparency and the power of data to drive change. Partnering with leaders in enterprise, capital, policy and science, we surface the information needed to enable Earth-positive decisions. We helped more than 24,800 companies and almost 1,000 cities, states and regions disclose their environmental impacts in 2024. Financial institutions with more than a quarter of the world's institutional assets use CDP data to help inform investment and lending decisions. Our team is truly global, united by our shared desire to build a world where people, planet and profit are balanced. Visit cdp.net or follow us @CDP to find out more.