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Global IT Service Desk Analyst
Lucy Electricle
posted 20d ago
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Key skills for the job
Job Description
:
As a Global IT Service Desk Analyst, you will act as the first contact for end-users, raising service requests or operational escalations or reporting incidents. You will also be responsible for managing the on-boarding/off-boarding of all new users across all Lucy Group companies .
Your responsibilities:
- Ensure all assigned incidents, requests and queries are progressed within agreed service levels
- Escalate urgent Service Requests or Incident raised by critical resources.
- Escalate cases that have not been resolved within the established turnaround times.
- Develop existing processes and procedures to troubleshoot and create articles for known issues and share knowledge with colleagues.
- Adhere to ITIL Service Management (ITSM) best practice and techniques whilst following Service Desk policies, procedures, and guidelines.
- Work with other team members to continually improve all aspects of IT services that deliver value and enhanced the end-user experience.
- Monitor logic monitor screen and alert or raise incident if there is any critical issue observed.
- Continue to improve in all applicable technology areas to ensure you have appropriate knowledge and skills necessary to complete all assigned tasks.
- Provide enhanced and expedited support to VIP and critical business users.
- Proactively seek out opportunities for continual improvement. Own and progress these opportunities ensuring maximum value is achieved.
- Continue to challenge yourself and improve in all applicable technology areas to ensure you have appropriate knowledge and skills necessary to complete all assigned tasks and support the broader team.
- Build and maintain effective and trusted relationships with colleagues, to aide IT support and the delivery of high standards of service.
- Create and update Knowledge Items and other relevant documentation.
Key Skills:
Good knowledge of Office 365 and MS Operating Systems
An enthusiastic commitment to delivering and maintaining a positive End-User Experience.
An entrepreneurial spirit who can solve challenging problems, make a real impact in technology, and want to build something big
Experience using ITSM tools such as ServiceNow
Use of and understanding of IT Tools, Active Directory, Azure AD and Exchange
Strong Verbal and written communications skills
Good problem-solving skills
Excellent customer relations skills
Friendly and approachable with good customer service skills and able to communicate with colleagues who have varying IT knowledge
Well organised and able to prioritise workload
Collaborative and community focused
Friendly and positive attitude
Minimum Qualifications, Knowledge and Experience:
Degree in an IT related subject
1+ years experience in IT Service Desk support
ITIL3/ITIL4 Certification, or 1+ years equivalent experience in an IT Service Management environment
An understanding of Infrastructure technologies (e.g. Networking/SDWAN, SAN, VMWare, DNS, AD)
An understanding of the Microsoft Eco System and services, specifically Azure and M365.
Operational experience of ServiceNow (ITSM - Incident Management; Request Fulfilment; Problem Management)
An awareness of Information Security (InfoSec) and Cyber Security
Azure Fundamentals
M365 Administration
Desirable Skills, Qualifications, and Experience:
Information & Cyber Security Fundamentals
Business Intelligence) BI) Tooling Power BI
Network Fundamentals
Strong understanding of cloud technology
Does this role sound interesting? We would love to hear from you today - Apply now!
Employment Type: Full Time, Permanent
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