IT Analyst - Service Desk

Job Description

• First point of contact for support from Global users via various channels (email, call or ticket)
• Provide excellent customer service, with every interaction, striving to exceed client and business expectations
• Take ownership of recorded Incidents and Service requests; tracking the progress and follow-up with the user to ensure they are satisfied with the resolution
• Manage all support in accordance with the Service Desk processes and procedures as well as ensuring all service led measurements are met.
• Complete daily operational tasks as well as any ad-hoc support to setting up meeting rooms, both on and off site, for telephone/video conferencing
• Provide Hardware and Software support, both locally and remotely for all the Clients Jurisdictions and escalate appropriately.
• Ensure that the IT Service Desk Manager is notified of any on-going faults and training related support calls across all jurisdictions.
• Liaise with the wider IT & Change Support Team regarding outstanding calls and managing customer expectations.

Qualifications

• 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 with the ability to think and act independently
• Ability to maintain a high standard of customer service within a busy Service Desk environment
• Detailed analytical and problem-solving skills, with an interest in technology
• Confident collaboration, communication, and interpersonal skills - the role involves engaging with our business users across all Jurisdictions and in a range of roles within the organisation, including IT SME's
• Strong organisational skills with the ability to multi-task, manage time effectively, and handle tight deadlines with priorities
• Commitment to on-going professional study and examinations is essential to succeed in this role
• Examples of previous IT projects undertaken or personal study on-going would also be a good support to the application