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Service Desk Analyst
2 weeks ago
Department purpose
- The Global Service Desk provides A&O Shearman with a 24x7x365 IT support coverage, with teams present at both Singapore and Belfast (UK) locations. Calls can come from anywhere in the world and the Service Desk Staff are key in providing an effective and professional IT support service to the firm's staff and clients.
- Regularly collaborating with the Global Service Management teams located within the United Kingdom is critical to ensure worldwide consistency of services delivered to customers.
- The Global Service Desk team is critical and the backbone for IT customer service, with frequent interactions with and execution of the ITIL disciplines of incidents, change, problem, release, and capacity management.
Role and responsibilities
Working Hours
2 shifts on weekdays and 2 shifts on weekends.
Monday to Friday
1st shift: 7am - 4pm
2nd shift: 9am - 6pm
Weekends, based on roster, usually work on 2 weekends.
1st shift: 7am - 4pm
2nd shift: 9am - 6pm
The Service Desk Analyst is accountable for supporting and maintaining the following areas:
- Provide 1st line (telephone) support and occasional 2nd line (Deskside) support.
- Record all incidents and requests in the BMC Helix call logging system.
- Assign the incidents and requests that cannot be resolved 1st line to the appropriate teams.
- Ensure that customers are kept informed of events relating to their call.
- Facilitate communication between the various IT teams, both regional as global.
- Proactively engage and work closely with the regional IT Support Officers and IT Operations team, ensuring that the business receives the highest level of service.
- Work closely with Belfast Service Desk team for ticket handover and follow-ups.
- Coordinate as required with the ITIL Process Management team (including change, release, problem and configuration)
- Provide 1st line (telephone support) and occasional 2nd line (Deskside support) for incident resolution.
- Record all requests for assistance in the BMC Helix call logging system, using the most appropriate source to resolve incidents. Seek assistance from colleagues where appropriate.
- Ensure all calls are responded to within a timely manner and within the agreed OLAs.
- Facilitate communications between the local / regional IT Officers, the regional Training team and the Global support teams.
- Pass calls to 2nd and 3rd line support teams (e.g. Networks, Email, Web, Server) if cannot be resolved first line.
- Ensure that customers are kept informed of events relating to their call.
- Monitor calls when passed to 2nd and 3rd line teams.
- Provide guidance, training and mentoring to other team members as required.
- Build and maintain good customer relationships.
- Develop a detailed understanding of the business and departments that are supported.
- Complete tasks and other assigned work to agreed deadlines
Key requirements
- Minimum "A" level standard education or equivalent
- Minimum 4/5 years IT experience with at least 3 years' experience in a 1st line support role.
- Soft skills for excellent customer service.
- Knowledge of Windows 10, Microsoft Office and remote working via both VPN and Citrix
- Detailed practical knowledge of the Service Desk tools and end-user IT services.
- Expertise in the use of Call managing systems.
- Active Directory and Remote Exchange Console.
- Expected to have a basic understanding of all technologies used by A&O and business working practices.
- Experience working within the professional services sector with an appreciation of the demands placed on
- support teams by the business.
- Experience of working in an ITIL environment
You will stand out if you bring
- Strong organisational skills with a proven track record in a challenging support department.
- Commitment to rapidly resolve incidents using a logical and structured approach to problem solving.
- Ability to make sound decisions under pressure.
- Strong commitment to excellent customer service.
- An enthusiasm and passion for technology. The ability to promote technology within the firm, using business friendly language
- Personal credibility, highly self-motivated, self-starter, who will undertake all activities to the highest professional
- standards.
- Excellent communication skills, both orally and written.
- Ability to operate within a wider team where there may be ambiguity and conflicting priorities.
- Experience of working in a global environment across international locations with an appreciation of multiple cultures.
