Service Desk Analyst

We are looking for a Service Desk Analyst to join our Global Service Desk team. As the main face of IT Service provided to the organization, you will be responsible for providing first line support and guidance regarding products and services provided by Group IS. The role requires a good understanding of the ITIL v3/V4 framework and experience in IT Service desk from a global organization. The ideal candidate will have excellent communication skills, customer focus, and ability to build and maintain efficient working relationships in a team-based environment.

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. Execute these activities per defined KPI’s
• 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, Messiaging & 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
• ITIL v3 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
• Experience of iPhone, iPad, Mac, Blackberry, Android, Messaging, Remote Connectivity,AD etc..
• Proven experience of delivering process efficiencies and improvements
• Clear and fluent English (both verbal and written)
• Ability to build and maintain efficient working relationships with remote teams
• Demonstrate ability to take ownership of and accountability for relevant products and services
• Ability to plan, prioritise and complete your own work, whilst remaining a team player
• Willingness to engage with and work in other technologies

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
• Total Reward
• Flexible working arrangements and employee networks to support staff from different backgrounds
• Family friendly, inclusive employment policies