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The Role:

The IT Service Desk Analyst will be required to act as first line support for our client's London, Dublin and Paris branches (or any other branches where required). The role will be working closely with service desk colleagues both in the UK and Germany as part of a global service desk operation, as well as participating in weekly service desk meetings. They will be liaising with external suppliers and providers where necessary and any other IT duties required to support business needs.

Duties & Responsibilities:

• Incident management process - Conducting first level support and ensuring a timely processing of all incidents for the UK, Dublin & Paris and other offices within the group where required.




• Request fulfilment process - Following and adhering to defined processes to ensure completion of tasks and process flows according to group standards.




• Problem solving using available tools including group solutions such as the knowledge management system.




• Actively progressing and coordinating the incidents with the second level support in IT Operations and IT Business Solutions.




• Pro-actively communicating with users, ensuring that they are informed about the progress of tickets in a timely way.




• Accurately maintaining documentation and the central knowledge base in the group global service desk solution. Ensuring all tickets are recorded and processed in accordance with group policy.




• Build and deployment of client desktops via software deployment tool, e.g., SCCM.




• Setting up mobile devices (iPhones/iPads).




• Providing adequate user training e.g., user inductions.



• Assist in the day-to-day ad-hoc IT duties where required, e.g.:




• Setting up of IT equipment.


• Maintaining IT storage areas.


• Supporting printers, VOIP & miscellaneous network equipment where necessary


• Participating in both local and global projects where required and as agreed by the line manager.


• Maintaining asset lists and updating knowledge systems (via the service desk tool & SharePoint).

Qualifications Required:

One science based qualification (e.g. ICT, physics, chemistry or biology). Written or spoken English qualification desirable.

Experience:

A minimum of 1 years' experience in a junior IT role or customer service focused role, in a face-to-face capacity.

Skills:

• Good customer service skills


• Excellent communication skills

Person Specification

Communicating and Influencing

Excellent negotiation skills and demonstrated capacity to influence decisions and manage relationships with all key stakeholders in our London entities and across the Group where required. Adapts communication style depending on audience.

Problem solving Ability to break down complex issues and identify trends, patterns, and interdependencies, using own initiative in collaboration with the London SD Team.

Delivery and Accountability Accountable for individual and team deliverables to support the overall company objectives. Creates an environment where challenge is expected and encouraged and holds individuals accountable for same. Efficient and responsive ensuring deadlines are met.

Innovation and Continuous Improvement Creates an environment where new ideas and solutions are encouraged. Continuously strives for process improvement.

Developing Capability and Knowledge Sharing Actively develops and enables the team to improve processes and systems.

Customer Focus Ensures strong communication within the IT function and takes responsibility that customer feedback is actioned, and customer satisfaction is maintained.

Team Player Focuses on building and maintaining a positive team culture and developing cross- functional relationships. Embraces diversity of thought, ideas, and skills to engage the team and deliver objectives.

Remuneration and Benefits:

• A competitive salary in the region of £30,000


• Life Assurance


• Pension - Company contributes 10%


• Bonus Potential - up to 15%


• Critical illness Cover


• Income Protection


• Private Medical Insurance