Service Desk Analyst

Are you Robert Walters?

Key Responsibilities

To ensure IT systems are functional, available, performant, and maintained across the IT estate so that customers can accomplish their business tasks and transact with our systems. This includes identifying, troubleshooting, prioritising, triaging, and reporting on IT problems & faults.

Service Strategy, Design, Transition & Operations

• Work on an 8-hour work schedule. Shift schedule will be determined and assigned by the Service Desk team lead.
• Provides first line support for more advance inquiries and request directed to Service Desk through all service support channels.
• Responsible in the creation and termination of accounts of the users within the Robert Walters group.
• Accomplish all account modification related request such as account membership changes and updating account details related to team change and position change of Robert Walters users.
• Triage tickets that were assigned and make sure that it was well attended complying with Service Desk's defined Service Level for incidents and requests.
• Resolves incidents and accomplish request at first line if possible or endorse tickets to Senior Service Desk Members if find necessary.
• Actively participate to Service Desk meetings and activities to maintain and promote teamwork and collaboration.
• Actively participate with the maintenance of our knowledge base by making sure that common incidents have an existing knowledge base article and contributing new ideas base on tickets that arise.
• Resolves incidents and accomplish request at first line if possible or endorse tickets to Senior Service Desk Members if find necessary.
• Act as a Queue Manager responsible for distributing tickets to other members of the team for triage and initial troubleshooting or additional data gathering.
• Engage in Problem and Change management by actively performing task like monitoring of Major Incident Channel, identification and reporting of Problems, creation and linking of tickets to Problem tickets, and sending of communications to the business.

Technical Standards, Processes, & Reporting

• Support continual service improvement by proactively making suggestions and share best practices.
• As instructed by the Service Desk Manager, be responsible for first line support to employees
• Ensure that we maintain a high level of Customer Satisfaction measured using Happy Signals.
• Maintain a passing KPI which is measured on a weekly basis.
• Attends trainings and meetings for career progression.
• Asist team lead and senior service desk members in generating reports depending on team and/or business needs.
• Engage with the wider technology and transformation teams by collaborating and contributing to Projects where Service Desk representation is required.
• Complete at least one(1) technical presentation annually within or outside the team if necessary.

Requirements

Education and Experience

• Undergraduate Degree in IT, Engineering, Computer Science, Information Science or Management Information Systems (MIS) or science-based discipline or similar level of experience
• 2 years previous experience as a Service Desk Analyst in a similar scale commercial environment
• Extensive experience of working with conflicting, highly complex information.
• Continuous process improvement orientation and experience in Service Desk Operations
• Experience with Change and Release Management and ITIL Service Management methodologies is a plus.
• Industry certifications such as ITIL v4, CompTIA, or alike is an advantage but not essential.

Knowledge, Skills and Abilities

• Ability to think logically and make rational decisions in emergency situations, with the ability to respond quickly and accurately to important and contentious organisational issues.