IT Service Desk Analyst

The Maples Group is seeking an IT Service Desk Analyst to support the global support queue and provide phone assistance to Maples Group personnel. The role will involve receiving, prioritizing, documenting, and resolving end-user help requests and incidents, as well as escalating issues when necessary. The successful candidate will be based in the firm's Leeds office and will have a unique opportunity to develop their skills and knowledge in a dynamic and collaborative environment.

Requirements

• At least two years' experience working on a Service Desk, ideally in a professional services or a busy MSP environment
• A relevant IT Degree is beneficial, but not essential
• Experience with an ITSM ticketing system (ideally ServiceNow or similar)
• iManage or similar document management systems
• PC/Infrastructure Hardware & Software
• Experience troubleshooting and supporting business applications and O/S
• Experience supporting MS Office 365, Citrix and Windows 10/11
• Experience supporting mobile devices, ideally Apple, Citrix and VPN environments
• Good understanding with the fundamental principles of ITIL
• Additional certification a bonus but not essential (e.g. CompTIA, CCNA etc.)
• Some experience of SQL scripting to aid analysis would be useful but not mandatory
• Exceptional interpersonal skills, with a focus on rapport building, listening and questioning skills
• Exceptional written and oral communication skills
• Experience working in a team orientated, collaborative environment
• Ability to work on own initiative and under pressure
• Excellent problem management and troubleshooting skills
• Flexibility and adaptability key to this role
• Can do attitude and positive approach to work
• Capable of multitasking and an experienced problem solver, able to think laterally about issues

Benefits

• Hybrid Working
• Comprehensive health coverage (medical, dental and optical)
• Competitive vacation packages
• Educational assistance and professional development programmes
• Savings or pension plan
• Life insurance
• Travel insurance
• Global mental wellness programme
• Sports clubs and social events