GBG Plc is hiring a
Service Desk Analyst - Tier 1

Summary

The job is for a Service Desk Analyst (Level 1) at GBG, responsible for providing proactive operational support, delivering frontline customer service, and ensuring productivity of team members. The role falls under the IT Support & Operations team within corporate IT.

Requirements

• Demonstrated experience managing and maintaining Active Directory environments
• Proven expertise in administering Microsoft Exchange and M365 platforms
• Hands-on experience troubleshooting and resolving general PC issues in a desktop support environment
• Strong experience with M365 applications, including troubleshooting and providing end-user support
• In-depth knowledge and experience supporting Windows 10 and 11 operating systems
• Practical experience with device management and security tools, including InTune and Jamf
• Proficiency in troubleshooting and maintaining hardware such as PCs, printers, and peripherals
• Experience supporting and managing file and print services
• Expertise in administering and managing Group Policy Objects (GPOs) for system and user configuration

Responsibilities

• Ensure that services are available for team members to utilize and that such services are the best option available to GBG in terms of quality, performance, and cost, all whilst delivering a positive and consistent experience
• Provide best-in-class customer service to GBG team members, ensuring a positive and efficient support experience
• Deliver top-tier 1st line technical support and operations service to GBG team members, addressing technical issues promptly and effectively
• Ensure a seamless IT onboarding experience for new starters at GBG by delivering all necessary IT services and support
• Provide voice on-call support to GBG team members outside of regular business hours (weekday 17:30-21:00; weekends 09:00-17:00)
• Continuously develop and maintain a comprehensive knowledge base to improve the rate of fixes and solutions provided to GBG team members
• Consistently apply best practices in handling incident and problem requests, as well as operational tasks
• Actively review and enhance the delivery of IT services, identifying areas for improvement to increase service efficiency
• Ensure that best practices are followed to meet or exceed Service Level Agreements (SLAs) and Operational Level Agreements (OLAs)
• Regularly communicate with the IT Service Management (ITSM) team, keeping them informed of potential problems and issues to ensure proactive management