About this role
About the Role: The Service Desk Analyst is the first point of contact for all global IT and service requests, resolving issues by phone, email, ticket and in person, and escalating what can't be fixed at first line. You should deliver excellent, timely support to users across multiple business areas, so that issues are resolved with minimal business impact and within SLA. The Global Service Desk Team has 5 analysts. It supports 1500+ users worldwide, 24 hours a day, 5 days a week (moving to 24x7), on a follow-the-sun shift pattern. Ticket and incident management • Act as first-level contact for users and resolve issues, or convey resolutions, by phone, email, service desk tickets and face to face. • Maintain control of the Global Service Desk queue: log, prioritise, resolve and reassign tickets as soon as possible after they are raised. • Take ownership of tickets and see them through to prompt, satisfactory resolution, collaborating with the team as needed. • Prioritise business-affecting issues and escalate unresolved queries to the right level of support so problems are fixed within SLA. • Track, route and redirect problems to the correct resources. • Follow the Global Incident Management guidelines and ensure proper recording, documentation and closure of every ticket. User support and onboarding/off boarding • Walk users through the problem-solving process, follow up and provide feedback until the issue is resolved. • Manage user on- and off-boarding in line with the agreed process flow and timescales, including updating user data. • Set up new equipment globally, handing over to regional support where required. • Install and configure software on user machines. • Support multiple business areas, including IT, Application Support, Facilities and Travel. Service quality and relationships • Deliver efficient customer service that meets and exceeds user expectations. • Build strong relationships across all business areas and represent the Service Desk positively to internal customers, clients and suppliers. • Take part in the 24x5 global shift Rota (moving to 24x7) so users in every region are supported during their working hours. • Produce activity reports and attend regular 1:1s with the department head to cascade priorities. • Recommend procedure changes and improvements, and keep growing your knowledge of help desk procedures, products and services.