Role: Service Desk Analyst
Salary: £28,000 - £30,000
About the role:
Currently looking for an experienced Service Desk Analyst to work for a Global Investment Banking firm who are expanding rapidly.
I am looking for a proactive individual with a keen hands-on approach and the eagerness and willingness to learn and develop their own skills.
About the client:
They are a global investment bank who help institutions, intermediaries and individuals around the world invest money to meet their goals, fulfil their ambitions, and prepare for the future.
They have around 5,000 people globally across six different continents and have been around for over 200 years.
Snapshot of role:
-Be the first point of contact for our internal customers - by answering their questions, listening to what's gone wrong for them, and fixing their problems
-Capture and share the right information about customers' problems in ServiceNow Work together and share insights with others in the team, especially at shift changes.
-Work closely with your 2nd and 3rd service line experts whenever you need their input on complex or high-risk problem
-Own your customer's problems and incidents - by working closely with other teams involved in problem-solving, following up and communicating progress until each problem is fixed
-Prioritise and sort out your customer's problems according to our service level agreement
-Help the team to keep improving its service, by sharing your suggestions for raising first-time fix rates, improving customer satisfaction and reducing risk
-Keep up to date with changing security requirements
-Uphold our standards, processes and policies
-Good with Microsoft-based operating systems, especially Windows 10
-Experience of the Microsoft 365 suite, including creating and administering accounts
-Experience of security tooling, beyond anti-virus protection
-Knowledge, experience or a qualification in the ITIL Framework
-Experience of processes to keep improving service
Please reach out to me on the details below if this sounds of interest, firstname.lastname@example.org or 02038266694