The Service Desk Analyst is a member of our global Service Desk team. The Service Desk is the first point of contact for internal business customers and external clients. You ensure customer expectations are met or exceeded. You are responsible for meeting defined performance metrics/benchmarks, adhering to the standards and processes to provide effective customer service and meet requirements. This role reports into the Service Desk Manager.
This role interacts with diverse functions, including Regional Service Delivery Team, Desktop and Application Support functions, along with infrastructure and business support teams, taking ownership as required and ensuring an appropriate response to customer inquiries. More generally this role has input on organizational structure and procedures to ensure a comprehensive and robust service desk model is established.
Job Duties in Brief
Receive and record all reported incidents and service requests from internal and external customers in the IT ticketing system.
First line support providing an initial assessment of all incidents and requests
Resolution of at least 85% of all incidents on first contact
Routing of incidents to the resolution groups when they are not resolved during initial support.
Escalation of all incidents when necessary / as per procedure
Monitoring the status and progress toward resolution of all open incidents and requests
Keeping affected customers informed about progress
Resolution confirmation and closure of incidents and requests
Detecting potential issue trends and liaising with problem management and support team/s where applicable
Proactive communications to the business and clients
Maintaining Knowledge Base documents and/or system
Working on ad-hoc projects and automation as part of strategic goals assigned by your manager
About You
2 – 3 years of troubleshooting experience with hardware or software customer services, including user access provisioning
Understanding of basic security principles and protocols
Substantial experience in IT Support and customer service to customers
Excellent communication and interpersonal skills – team collaboration
Demonstrated analytical and problem management skills
Good broad technical understanding of hardware, software, applications, networks and communications technologies
Demonstrate understanding of the role of the Service Desk
Resourcefulness is essential
Time management – be able to set priorities when handling multiple cases and/or conflicting/competing priorities
Technical Skills
Standard proficiency levels or background in network and application troubleshooting, key technologies, and applications e.g., RSA, VPN (GlobalProtect & Cisco AnyConnect), Virtual Desktop Infrastructure (VDI), Active Directory, IDM / Ping Identity, Microsoft Office products, SWIFT, etc.
Standard knowledge or experience in ServiceNow use and administration management
Knowledge in SQL query, HTML scripting, and Power Apps / Power Automate / Forms automation is a plus
Generative AI knowledge and/or experience is a plus
Education
BS IT or BSc/MSc Computer Science or relevant area.
Demonstrated commitment to service delivery, customer support, automation and training.
Desired skills and expertise
ITIL Foundation Certificate.
Experience in ITSM Products.
Knowledge of the creation and maintenance of KB solutions.
Ability to build relationships and work well across functions.
Experience in a collaborative team environment.
What We Offer
Highly competitive salary package plus benefits.
A challenging and rewarding role in an award-winning global business.
Opportunities for personal and professional career development.
Great working environment, and opportunities for educational / professional development support.
Be part of an industry leading global team, renowned for excellence.
Remuneration
A highly competitive salary package will be awarded to the successful candidate.
Confidentiality Assured.
