Service Desk Analyst
Service Desk Analyst, IT Services
Department: Group IT
Vacancy type: Permanent
The Service Desk Analyst will assist the IT Service Management team in business service management practices and procedures in the Intertrust IT environment.
The key responsibilities will be to provide support for all relevant applications and office hardware and assist in maintaining, upgrading, implementing, and troubleshooting the IT applications, hardware & infrastructure. Provide support of incoming requests to the ServiceDesk for all office hardware including printers, photocopiers, faxes, PCs, laptop and mobile devices and escalate as appropriate where a resolution cannot be provided. You will provide support on all standard application support calls and escalate as appropriate where a resolution cannot be provided
Provide IT support and advice via phone, email and face to face;
Be the first point of contact on training related support calls;
Identify, recommend, develop and implement end-user training programs to increase computer literacy and self-efficiency;
Ensure Service Desk calls are responded to within the agreed service levels;
Contribute to escalated problem resolution by giving in-person, hands-on support to end-users when necessary;
As necessary work outside of the role to meet client needs
Work within the agreed IT Governance framework to ensure adherence to group policies and procedures
Where necessary carry out tasks to meet the requirements of all IT audits;
Manage support calls with 3rd parties through to escalation;
Ensure that all PCs and laptops are fit for operation and continuously conform to Intertrust standards
Action procedures for all account management tasks, ensuring that accounts are established, maintained and disabled as appropriate
Manage the physical set up and relocation of work stations
Ensure that the Service Delivery Manager is consulted regarding on going hardware faults and training related support calls
Liaise with the wider Support Team regarding outstanding calls
Update and maintain support documentation such as information in the Knowledge Base.
Possess a strong customer service focus with a desire to deliver a high quality service;
Proven knowledge and understanding of PC Networking, Microsoft 365 based applications and operating systems and virtual desktop technology
Demonstrated practical approach to problem solving
ITIL Foundation certificate or working towards this qualification
Working toward A+ or MCITP qualification (or other relative qualifications) or working towards this or other relevant qualification
Demonstrate excellent interpersonal and communication skills;
Proven good organisational skills, with a disciplined approach to documentation;
Demonstrate you are a highly professional self-starter with the ability to take on responsibility;
Possess proven experience of working under pressure and to tight deadlines;
Demonstrate experience of working within a fast-paced team environment
About Intertrust Group, a CSC Company
We are the premier global business, legal, and financial services company providing knowledge-based solutions to clients worldwide. We have locations and capabilities in more than 140 jurisdictions in the Americas, Europe, Asia-Pacific, and the Middle East, with more than 7,500 employees. We are the business behind business®.
What we offer you
Working with us means entering a dynamic, international, and growth-oriented company. Diverse teams give us a competitive advantage and drive innovation. We’re committed to attracting, developing, and retaining talented people who create an environment where everyone is valued and respected. Intertrust Group, a CSC company, is an equal opportunity employer.
Intertrust Group is a great place to work with smart and dedicated people.
We offer challenging work and career opportunities. Many positions are filled with internal moves and employee referrals.