Service Desk Analyst
Permanent - Full TimeJob Overview
In this role, the Service Desk Analyst is the first line of support for Glory and the orchestrator for the rest of IS. To succeed in this position, a good technical mindset is needed, together with excellent customer service skills and a lot of patience. Being on the front line involves exposure to senior individuals across the organisation, meaning that the Service Desk Analyst must always present themselves appropriately, demonstrating a high level of professionalism.
Key Responsibilities
MAIN RESPONSIBILITIES
- Incident and Service Request logging, prioritization and assignment
- Managing the Service Desk number while on shift
- Adopt FTF (First Time Fix) protocol for all incidents within SLA (where possible)
- Accurate escalation of incidents/requests to other IS teams when unable to resolve at first line
- Accurately capturing required details to log tickets
- Reporting of statistics as required
- Fulfilling joiners, movers, leavers and any other requests in accordance with regulatory compliance
Skills, Knowledge & Expertise
REQUIRED EDUCATION, QUALIFICATION AND EXPERIENCE
- Degree qualified (preferred) or similar level of higher education
- Good understanding of enterprise technologies
- Competent with Microsoft Office applications
- Experience working in a team on a 24x7 shift basis
- Experience working for a medium-sized enterprise business
- Experience working in the manufacturing industry and appropriate knowledge of related business applications
- REQUIRED SKILLS AND COMPETENCIES
- Excellent Customer Service skills
- Strong foundation and / or passion for computing and IT
- First class attention to detail
- Exceptional analytical skills and troubleshooting abilities; commitment to provide exceptional support
- Able to thrive under pressure
- Strong communication skills in English, Portuguese and German.
- Self-driven with a passion for the field and a thirst for personal development
- Team player who works well in a busy team; quick to learn and able to deal with a wide range of issues.
- Must be able to participate in the team rota