Our client is seeking an IT Service Desk Analyst who will report to the European IT Service Desk Manager. This role is integral to the smooth operation of the IT Service Desk Support Team by delivering comprehensive IT service support across all jurisdictions while adhering to established IT procedures and standards. The IT Analyst will be responsible for providing high-level technical support and conducting systems analysis to identify, prevent, and resolve service interruptions within the organisation's networks and systems. Responsibilities include acting as the primary contact for support or service calls, offering exceptional customer service, and taking ownership of logged incidents and service requests. The successful candidate will play a key role in managing daily operations, providing hands-on technical support, and ensuring effective communication with key stakeholders. This is a full-time position, contributing to ongoing service quality and performance optimisation.
Job Duties:
- Operate as a point of contact for all support or service calls on a daily or weekly basis.
- Provide great customer service and assistance with IT-related issues at a jurisdictional level.
- Serve as the initial escalation path for jurisdictional IT tickets, supporting the team with technical knowledge and experience.
- Take ownership of logged incidents and service requests, tracking progress and following up with users to ensure satisfaction with resolutions.
- Provide hands-on technical support on behalf of the IT Group Infrastructure and Business Systems teams.
- Notify IT Service Desk Managers of ongoing faults and training-related support calls across all jurisdictions.
- Complete daily operations tasks and manage all calls in accordance with Service Desk processes and procedures.
- Provide support and set up for presentations, video conferencing, and telephone conferencing both on and off-site.
- Record IT asset usage, ensuring weekly Stock Take reports are updated and flagging items to order to the Service Desk Manager.
- Raise and peer review changes, as per the Change Enablement Policy.
- Manage local service providers, including telecoms and hardware disposal.
- Support the training and onboarding of new team members to IT Service Desk, as needed.
- Manage and understand key stakeholder relationships within IT & Change and the wider business.
- Prepare guides, document processes, and create FAQ materials for easy access to end-user guidance.
- Observe and suggest recommendations to optimise IT performance and prevent future problems.
- Support and lead large and complex projects/initiatives with the PM/IT Admin Team.
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 to use a broad array of networking systems hardware/software.
- Self-motivated and able to work in a fast-paced environment while 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.
- Strong collaboration, communication, and interpersonal skills, engaging with business users across all jurisdictions and various roles, including IT subject matter experts.
- Strong organisational skills with the ability to multi-task, manage time effectively, and handle tight deadlines and prioritise tasks.
- Commitment to ongoing professional study and examinations is essential for success in this role.
- Examples of previous IT projects undertaken or ongoing personal study would support the application.
What You’ll Love:
This role offers the chance to play a key part in maintaining and enhancing the jurisdiction's reputation. You will work in a collaborative environment with opportunities to develop your skills in regulatory oversight, policy creation, and risk-based supervision. The organisation values professional growth and offers ample opportunities for training and career development.
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