Service Desk Analyst
On-siteLondon, England, United Kingdom
Job Summary
Provide 1st and 2nd line technical support to end users via phone, email, chat, or in-person, resolving incidents and troubleshooting hardware and software. Collaborate with helpdesks in Nairobi, Dubai, and Singapore to handover tickets and ensure timely global assistance. Manage onboarding for new staff by preparing IT services and devices, while maintaining up-to-date asset records and contributing to knowledge base documentation. Work with the Cyber Security team to enforce compliance, including multi-factor authentication, access controls, and threat detection. Ensure all IT activities adhere to company policies and security standards.
Required Qualifications
- Previous experience working within an IT Support Role
- ITIL foundation qualification
- Excellent communication skills, including the ability to communicate technical information to non-technical stakeholders
- Excellent analytical and problem-solving skills to identify and resolve technical issues
- Capable of working individually and as part of a team
- Knowledge & experience of working with Window 10/11 macOS/iOS Microsoft 365 Entra (Azure Active Directory) Exchange Online MDM Tools ITSM application or other IT service desk ticket management tools
- Demonstrates the ability to prioritise against tight deadlines
- Ability to take the lead on projects and problems when requested or as appropriate
- Self-starter, able to take initiative and find a resolution to new issues and share knowledge with other team members
Desired Qualifications
- Experience providing support to senior executives/VIPs
- Experience of working within a head office environment
- Experience of working in a global service desk function
- Knowledge & experience of working with: Slack Freshservice Video Conferencing
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