Senior IT Support Analyst

Join our team and you’ll be responsible for delivering exceptional IT support across StepStone's global offices, serving as the primary escalation point for critical technical issues.  You will also coach and mentor IT Support Analysts, while acting as a trusted advisor to high-profile stakeholders and ensuring C-level executives and senior leadership receive best-in-class support.   
 
Working in the Global Support Team, within the Corporate IT department, we are looking for someone with a "mission always possible" attitude and to play a key role in delivering exceptional IT support across our international offices.  You will play a vital role as we reimagine the labour market to make it work for everybody. 

Your responsibilities:  

• Provide first and second-line technical support through multiple channels including the IT service portal, live chat, phone, email and face-to-face interactions.  Ensuring prompt resolution and high customer satisfaction. 

• Manage and resolve critical IT incidents and requests with minimal supervision, following incident and service request management best practices, within an ITIL framework. 

• Act as the primary technical escalation point for critical user issues, including issues blocking users from working or ticket flow issues.  Ensuring SLA and KPI compliance. 

• Deliver premium, personalised support, to C-level executives and senior leadership across the organisation. 

• Mentor and coach IT support staff, leading by example with excellent customer service and professional communication.