Global Service Desk Analyst

Job Description

We have an exciting opportunity for a Global Service Desk Analyst to join our growing Information Technology team.

Department Purpose
The core of the global technology department's mission is to provide stable, reliable, and secure platforms and services to our partners, staff and clients and fulfil our regulatory obligations across 30+ countries. To ensure that a consistent and standardised IT service is delivered to all offices, IT is managed and led as a global function, enabling all offices to benefit from complete systems integration and economies of scale. We have around 400 technologists based predominantly in the UK, Singapore and increasingly in the US.

Role Purpose
Reporting to Service Desk team leader, you will provide exceptional 1st line support to our global customers. This role is within the Global Service Desk (GSD) team, which are based in 3 locations, Belfast, New York and Singapore. Delivering 1st & 2nd line support to a large and global user community, operating 24/7/365, utilising a follow the sun support model.

The role is responsible for delivering world class, customer centric support, ensuring a high-quality, efficient service to our diverse and global user community.

You will work a dynamic rotational shift pattern covering 7 days a week, with one weekend shift every 4 weeks. Weekend shifts are 12 hours and fully rotational, and you'll receive a premium hours payment as part of your competitive package.

What you will do

• Serve as the primary point of contact for customers via phone, email, and live chat.
• Log, assign, and resolve incidents and requests in line with SLA's, to ensure high level of customer satisfaction.
• Apply technical expertise and a customer-focused approach to efficiently resolve technical issues.
• Demonstrate meticulous attention to detail ensuring tickets are logged, managed and maintained in the IT Service Management accurately and timely.
• Proactively identify potential problems, as part of a wider objective to support the IT Problem process to improve service and customer experience.
• Manage multiple support channels including phone calls, email, chat, and ticket queues.

What you will have

• Previous Service Desk experience
• An understanding of ITIL framework.
• Demonstrated ability to contribute to service improvement initiatives.
• Experience working in a fast paced, complex, and multicultural environment.
• Strong technical knowledge of Windows operating systems and common Microsoft applications.
• Proven track record supporting customers remotely to troubleshoot and solve computer, software, and network issues.
• Exceptional customer service and customer first approach.
• Excellent problem-solving, analytical, and technical skills.
• Strong communication skills, both written and oral.
• Promotes the firm's values at all times and fosters collaborative working relationships with a wide range of people and departments.

What we can offer you
We recognise that our people are our most valuable asset, which is reflected in the wide range of benefits that are available to our employees. Some of these benefits include: our occupational pension scheme, group income protection cover, private medical insurance, mental health resources and free apps, health and wellbeing services encompassing GP service, emergency back-up care support, parental and special leave, holiday entitlement increasing with length of service, holiday trading, online discounts and lifestyle management services.
We recognise the value of flexible working and embrace hybrid working, allowing our people to work from home up to 40% of their working time. We do, however, remain committed to working together in person for the remaining 60% of time so that we can learn, grow and succeed together.

Should you require additional support at any stage of the recruitment process due to a disability or a health condition, please do not hesitate to contact a member of our recruitment team who will work with you to provide any adjustments as required.

We are an equal opportunities recruiter and do not discriminate on the basis of race, colour, sex, religion, sexual orientation, national origin, disability, or any other protected characteristic.

If this role is not of interest we may have another suitable opportunity here for you at A&O Shearman! Visit our careers portal at A&O Shearman Careers and submit your CV to our Talent Network to be notified when the perfect opportunity becomes available.