IT Global Service Desk Senior Analyst

Job Description

We have an exciting new opportunity for a Senior Global Service Desk Analyst to join our IT team, based in the A&O Shearman Belfast office.

What you will do

• Logging tickets, triaging & troubleshooting, and resolving incidents and requests at the first point of contact when possible or escalating to an appropriate team.
• Managing requests & calls from customers, who contact the GSD by telephone, Live Chat or self-service portal.
• End-to-end ownership of incidents & work orders, ensuring accurate and timely updates are maintained
• Ensuring SLA's & KPI's are achieved & maintained, on an ongoing basis.
• Perform the duty of Major Incident (MI) administrator, when a MI / P1 is detected.
• You will deputise for the IT GSD Manager where required.
• You will be central to the onboarding and training of new team members.
• Proactively identify & when assigned implement service improvements.
• Participate, lead or co-ordinate initiatives & project as directed by management.
• Specifically, you will hold a senior IT GSD technical analyst role and will be an escalation point for level 1 analysts. You will Develop and maintain knowledge base articles, ensuring information is effectively shared with the wider team
• You will be the face of the IT GSD and act as a single point of contact to customers that phone, email, use Live Chat or use the self-service portal.
• You will navigate between phone call duties, Live Chat, escalations, project support and training duties as determined by business needs.
• You will deputise for the IT GSD Managers when called upon and for full shifts when needed.
• You will bring technical and process leadership to every situation by promoting ownership, accountability and a "can do" customer centric ethos to any given task.
• You will support the IT GSD managers in the onboarding, training, development, and support of new team members all regions.
• You will ensure that incidents and work orders are properly logged, assigned, tracked, and responded to in a timely manner and according to agreed standards and procedures. Ensure customers and other interested parties are kept informed of progress and that corrective action is taken to avoid or minimise delays.
• Manage and resolve incidents, work orders, and tickets with a strong focus on first-contact resolution
• You will maintain an effective working knowledge of incident and work order resolution across all areas of IT support to deliver world class service.
• You will clarify points of ambiguity with the IT GSD Managers and help to share this clarity with the wider team.
• You will ensure accurate and timely updates are recorded and maintained in the IT Service Management System.
• You will meet all Operational Level Agreements (OLA) and Service Level Agreements (SLA) targets in line with targets defined for the technology service.
• You will follow IT GSD processes to ensure that a high quality of service is provided to our customer base and will actively escalate incidents and work orders in line with IT Service Desk processes.
• You will help to support IT GSD colleagues with knowledge, information sharing and progressing support tickets you have permissions for.
• You will contribute to IT Problem Management to improve service and assist with IT Problem resolution.
• You will promote & exercise accountability and ownership through feedback, knowledge sharing and using your skillset and permissions to close out support tickets efficiently.
• You will take a practical and flexible approach to changes to IT process, working operations and help drive change positively within our teams.
• You will apply a flexible approach to your working day to apply your skillset in any given direction so that we achieve our goals and objectives.
• You will demonstrate flexibility in working hours to support the team, including participation in a weekend rotation and out-of-hours coverage to ensure continuous service.
• Any other duties and responsibilities are determined by business needs.

What you will have

• You will have a customer first approach & attitude.
• You will be enthusiastic & passionate about delivering exceptional customer service.
• You will communicate clearly and effectively, simplifying technical information for non-technical customers
• You will be highly organised but able to adapt to change and can work on your own initiative, prioritise, and manage workload effectively, often under pressure and fast paced
• You will have proven experience in a strong technical oriented role within a customer support environment.
• You will have a proactive outlook and ability to develop and maintain strong relationships with your colleagues and customer base.
• You will have an inquisitive nature regarding all matters IT related and a desire to ensure that things get done efficiently and line with security procedures.
• You will have a good knowledge of IT Service Desk operations, to include knowledge of IT best practice, industry trends and customer service.
• You will bring a willingness to learn and develop your skillset, to take on new challenges and be available for out of hours working and business travel on occasion.

Experience

• Proven experience of working in a busy ITIL environment providing 1st and 2nd line experience (3+ years)
• You'll have experience working with ticket management and Automatic Call Distribution (ACD) technologies.
• Experience working with Windows Azure, O365, Intune and other Cloud based technologies.
• Sound working knowledge of Microsoft desktop products with experience of PC's, peripherals, etc.
• Familiar with Major Incident and Problem Management processes.

Qualifications

• IT Related Degree with 3+ years relevant experience OR significant proven IT Service Desk experience gained at both 1st line and 2nd line levels to a minimum of 3 years.
• Technical support professional certifications

NO AGENCIES PLEASE - A&O Shearman does not accept unsolicited CVs. For further information, please see our UK Recruitment Agency Policy and our commitment to direct sourcing here.