Service Desk Analyst

Description:

This position sits within our GTS department located in Edinburgh, who support our global employees with their IT issues. As one of our Service Desk Analysts, you will work as part of a talented team to manage all first line support tasks for our employees across the globe, whilst ensuring the readiness of our business-critical systems.

You will be responsible for logging all incidents and requests, prioritisation of these requests, and providing first contact resolution where possible.

You will be involved in ensuring that all documentation and processes are kept up to date, whilst looking at ways to improve what we do, highlighting any improvements that can be made and looking at what we can automate as a team to ensure that we are able to work to maximum efficiency.

Other Key Responsibilities Include
 

• Logging, categorising, and prioritising global incidents
• Build and maintain good working relationships with all teams across the organisation.
• Ensure that all work carried out by the Global Service Centre adheres to internal and external audit requirements, business regulations, and service level agreements.
   

What will you bring to the role?

As you can imagine, we’re looking for people with a passion for technology, great attention to detail and the ability to excel in customer service.

Supporting our employees and systems is key to the role, so being able to think on your feet, problem solve, and think outside the box are some key skills that you’ll need for this role.

Communication is key in this role – you need to be able to build effective working relationships and work closely with your team to keep up to date with changes and bring your ideas to the table.

You’ll Also Need
 

• Experience working in a technical environment, is highly advantageous, however we are more than happy to speak to any applicants who have studied technology, or have a passion for all thing’s tech
• An understanding of ITIL frameworks is highly advantageous
• The ability to understand the importance of processes and documentation
• An inquisitive mind: we’re always looking for ways to improve and who better to learn from than the people doing the role