Service Desk Analyst

Summary

Join us to unlock benefits and opportunities that will boost your career journey in a vibrant, inclusive and fulfilling work environment.

Requirements

• In-depth experience working on an IT Service Desk supporting mid-sized user bases both remotely and in person
• General knowledge of desktop computing
• Active Directory and User Account Management
• Basic Network switch, patch panel and troubleshooting skills
• Multi-Function Device (MFD) printer/scanner support and troubleshooting
• Ability to troubleshoot technical support issues
• Excellent customer Service communication skills (both verbal & written)
• Strong incident analysis and prioritisation
• Strong Helpdesk experience
• Familiar with the concepts of an ITSM ticketing platform (preferably ServiceNow)

Responsibilities

• Be a credible representative of IT as the first point of contact to facilitate the provision of high-quality 1st line support
• Handle incoming incidents and requests within company SLA targets. Log and prioritizing incidents logged via calls/email/portal/chat
• Ownership of the ticket life cycle from beginning to end, ensuring appropriate and timely responses and resolutions are achieved in order to minimise adverse business impact
• Resolve issues at first call using standard operating procedures and knowledge base
• Troubleshooting and resolving basic technical issues
• Ensuring that all actions and diagnostics performed are recorded accurately in the Service Management Tool
• Ensuring customers are provided with regular updates, and progression is made in line with Service Level Targets
• Clear understanding of internal/external escalation points
• Setup new starters from Active Directory and remove access through proper processes when a user leaves the business
• Providing excellent customer service to the business
• Co-ordinate with partnerships and third-party vendors

Benefits

• Wellbeing@Rank is important... From hybrid working and colleague support networks to menopause support and weekly PepTalks, we’re here for you
• We’ll also invest in your growth by providing development opportunities, leadership training and cutting-edge industry certifications so you have the tools and resources to help you work, win and grow with us
• Immerse yourself in new cultures and gain international exposure through our global business. Collaborate with colleagues from around the globe
• From pensions to bonus schemes, and private medical insurance to life insurance – we've got you covered