Robert Walters is the world’s most trusted talent solutions business. Across the globe, we deliver recruitment, recruitment process outsourcing and advisory services for businesses of all shapes and sizes, opening doors for people with diverse skills, ambitions, and backgrounds. We help organisations find the skills and solutions to reach their goals and assist talented professionals to power their unique potential. We offer our people incredible career opportunities as well as an inclusive culture and flexible working.
About the role:
Service Desk Analyst is part of the Technology and Transformation Team for Robert Walters Group. This team is responsible in providing first line technical support for hardware, software and access related issues or concerns. Service Desk tracks and reports major incidents, engage 2nd or 3rd line support to assist with issue resolution and making sure that the business is informed by sending out communication. This is a critical role within the business providing support of IT services to a dynamic fast-growing business.
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
- Provides first line support for all application related issues via Phone, Emails and Walk-ins.
- Responsible for Account Provisioning which includes Starter, Leaver, and Mover Setup
- Resolves incidents and request at first line where possible
- Acts as a Queue Manager responsible for distributing incidents and request to other members of the team for triage that are automatically logged on Cherwell when user sends an email or request.
- Ensure that Priority Matrix is followed and that all Major Incidents are reported to escalation team. Creates Problem ticket to link all related incidents and communicate to the business by sending out comms.
- Actively participate on Daily Stand-up and contribute through knowledge sharing and process documentation
Technical Standards, Processes, & Reporting
- Support continual service improvement by proactively making suggestions and share best practices
- Engage with the wider technology and transformation teams by collaborating and contributing to
- Projects where Service Desk representation is required
- 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
Who you are:
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.
- Industry certifications such as ITIL V4 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.
- Ability to analytically solve complex problems and make informed recommendations based on detailed data gathering.
- Responsible, prepared to ‘own’ challenging issues and problems seeing them through to resolution.
- Excellent written and oral communication skills in order to articulate recommendations and influence staff at all levels.
- High-level of energy and enthusiasm with the ability to motivate others.
- Ability to work and adapt in a dynamic environment and recognize priority issues, escalating accordingly.
- Excellent technical understanding of:
- Customer Service
- Microsoft Active Directory Services
- Microsoft Azure
- Microsoft Exchange & Office 365
- Amazon Web Services
- Unified Communications & Microsoft Teams
- Powershell scripting
- Citrix XenApp/XenDesktop and other thin client technologies
- Basic Networking
- Major Incident Management
- Remote Monitoring Tool
Language Skills Required
- English – Fluent or Native
Benefits:
- A unique opportunity to drive projects such as Employer Branding, Talent pipelining, Recruitment Innovation, Candidate Experience
- A track record of high performance and an ability to deliver excellent results consistently is key. In return for your hard work, you’ll be offered a competitive top salary and benefits package with bonuses/commission and fantastic incentives programme
- Private medical insurance
- A fantastic training and development programme
- Volunteer time off
- The opportunity to partake / qualify for our Global incentive weekend
- Employee wellbeing through various programmes
- You’ll have plenty of opportunities to progress your career, both in your country and other locations around the world. That’s the benefit of working for a large global organisation.
As a Disability Confident Employer, Robert Walters is committed to offering a fully inclusive and accessible recruitment process to all candidates. If you require any accommodations or adjustments as a result of a disability, impairment or health condition, please do not hesitate to let me know.
Robert Walters - Global Talent Solutions
Apply now.
