Service Desk Analyst

We are seeking a Service Desk Analyst to join our Global Service Desk team. The successful candidate will provide first-line IT support to end-users, troubleshoot and resolve IT support issues, and work within a shift pattern Monday to Sunday. The role requires good understanding of the ITIL v3/V4 framework, experience in IT Service desk, and excellent communication and customer service skills.

Requirements

• Good understanding of the ITIL v3/V4 framework
• 1-5yrs in Experience in IT Service desk from the global organisations of repute
• Identify, troubleshoot and resolve IT support issues based on defined troubleshooting scripts and best practices
• Excellent communication skills and customer focus
• Ability to build and maintain efficient working relationships in a team-based environment
• Strong trouble shooting techniques and analytical thinking
• Meticulous attention to detail
• Excellent customer service skills (strong business focus and ‘can do’ attitude)
• Experience of Windows, Office 365, Active Directory, SCCM, SharePoint 2010, Citrix, Messaging & Remote connectivity, AD,MFA, MDM, Applications, hardware skills sets
• Experience of working to and exceeding targets
• Experience of IS work management systems (ideally ServiceNow)
• Good timekeeping and time management
• Good to Have: ITIL v4 Foundation Certification, MS – CIT Certification of Similar, Experience of working within a multi-cultural environment, Experience of working in a fast moving and changing large enterprise IT environment

Benefits

• Varied, interesting and meaningful work
• A hybrid working environment with flexibility and great opportunities
• Opportunities for training and, as the team grows, career progression or sideways moves
• An opportunity to work within a large global multi-disciplinary consultancy on a mission to change the ways we approach business as usual