IT Analyst, Service Desk

The IT Service Desk Analyst will report to the European IT Service Desk Manager and will play a vital role in ensuring the efficient operation of the IT Service Desk Support Team. This role involves providing IT service support across all jurisdictions, while adhering to established IT procedures and standards. Responsibilities include being the first point of contact for support from global users through various channels such as email, phone, or tickets. The successful candidate will be expected to deliver exceptional customer service with each interaction, proactively seeking to exceed client and business expectations. Ownership of recorded incidents and service requests is essential, as is the ability to track progress and follow up with users to confirm their satisfaction with resolutions. Daily operational tasks, along with ad-hoc support for setting up meeting rooms for telephone or video conferencing, will form part of the role. Furthermore, the analyst will provide hardware and software support both locally and remotely across all applicable jurisdictions, ensuring any ongoing faults or training-related support calls are communicated to the IT Service Desk Manager. Finally, collaboration with the wider IT & Change Support Team is necessary for managing outstanding calls and customer expectations.

Job Duties:

• Serve as the first point of contact for support from global users.
• Provide excellent customer service with every interaction.
• Take ownership of recorded incidents and service requests.
• Manage all support in accordance with Service Desk processes and procedures.
• Complete daily operational tasks and ad-hoc support for meeting room setups.
• Provide hardware and software support locally and remotely.
• Notify the IT Service Desk Manager of ongoing faults and training-related support calls.
• Liaise with the wider IT & Change Support Team regarding outstanding calls.

Job Requirements:

• A minimum of 2 years' experience in a similar role.
• Understanding of Microsoft Office 365, Windows 11, and iOS Operating Systems.
• Proficiency with networking systems hardware/software.
• Self-motivated with the ability to work in a fast-paced environment.
• Commitment to maintaining a high standard of customer service.
• Strong analytical and problem-solving skills with an interest in technology.
• Confident communication and interpersonal skills for engaging with business users.
• Strong organisational abilities with effective time management skills.
• Commitment to ongoing professional study and examinations.

What You’ll Love:

This role offers the chance to play a key part in maintaining a professional and collaborative environment while enhancing your skills in IT service management. The organisation values professional growth and offers ample opportunities for training and career development, ensuring you have the tools necessary to advance your career.

Interested? Register today, confidentially, with one of our friendly and dedicated recruitment specialists by clicking here