Our client is a technology-focused firm that prides itself on seeking innovative and forward-looking solutions. The IT Service Desk is a critical component of this ethos, ensuring that global teams can perform at their best. The IT Service Desk Analyst will report directly to the European IT Service Desk Manager. This full-time position contributes to the smooth running of the IT Service Desk Support Team by providing IT service support across all jurisdictions while adhering to IT procedures and standards. The role requires someone who is customer-oriented and committed to meeting the needs of users effectively. The Analyst will also play a key role in maintaining high service standards and ensuring timely resolution of incidents.
Job Duties:
- Act as the first point of contact for support from global users via various channels (email, call or ticket).
- Provide excellent customer service, striving to exceed client and business expectations with every interaction.
- Take ownership of recorded incidents and service requests; track progress and follow up with users to ensure satisfaction with resolutions.
- Manage all support activities in accordance with the Service Desk processes and procedures, ensuring all service-led measurements are met.
- Complete daily operational tasks and provide ad-hoc support for setting up meeting rooms for telephone/video conferencing, both on and off site.
- Provide hardware and software support, both locally and remotely, across all jurisdictions and escalate issues appropriately.
- Notify the IT Service Desk Manager of any ongoing faults and training-related support calls.
- Liaise with the wider IT & Change Support Team regarding outstanding calls, managing customer expectations effectively.
Job Requirements:
- A minimum of 2 years' experience in a similar role.
- Experience and understanding of Microsoft Office 365, Windows 11, and iOS operating systems.
- Proficient with or able to quickly learn a broad array of networking systems hardware/software.
- Self-motivated with the ability to work in a fast-paced environment, thinking and acting independently.
- Ability to maintain a high standard of customer service within a busy Service Desk environment.
- Detailed analytical and problem-solving skills, with a keen interest in technology.
- Confident collaboration, communication, and interpersonal skills, engaging with various business users and IT SMEs.
- Strong organisational skills with the ability to multi-task, manage time effectively, and handle tight deadlines.
- Commitment to ongoing professional study and examinations is essential for success in this role.
- Previous IT projects or ongoing personal study would support the application.
What You’ll Love:
You will be part of a dynamic team in a technology-driven environment that values innovation and excellence in service. This role offers a chance to enhance your skills and career while providing support to global teams. Our client fosters a collaborative workplace, providing opportunities for professional development and growth. You will enjoy working alongside motivated professionals and contributing to a culture of high performance and service excellence. The satisfaction of resolving user issues and ensuring smooth IT operations across jurisdictions creates a fulfilling work experience.
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