EMEA Service Desk Analyst

My high profile client seeks EMEA Service Desk Analyst. Workspace Services designs, builds and operates end-to-end technology infrastructure solutions and manages critical systems and platforms across the bank. We deliver industry-leading infrastructure products and services to the company's employees, customers and clients around the world.

Within WSS sits the global Service Desk which provides a Single Point of Contact for users/customers on a day-to-day basis for all of their IT requirements. The purpose of the Service Desk is to [1] troubleshoot problems via telephone or provide guidance about products such as computers, electronic equipment or software. Currently our Service Desk consists of over 300 people globally across EMEA, US and APAC providing a 24/7 service to our customers.

My client is seeking to hire a Service Desk Analyst to join our new Global Service Desk in Chester. You will be responsible and accountable for carrying out day to day tasks of the IT Service Desk function- taking calls, working with internal bank employees, resolving their issues and answering IT queries. The Service Desk currently receives high call volume. In addition, you will be actively taking part in driving industry best practice within the team and working globally with your counterparts to continue to develop a world class service desk.

Candidates must have experience in delivering a high level of customer service, preferably, within an ITIL aligned environment.

As the EMEA Service Desk Analyst your role and responsibilities will be:

Ø Provide a consistent and customer focused approach when dealing with all telephone calls

Ø Troubleshoot and provide first contact resolution where possible

Ø Log tickets with accurate and clear information including priority

Ø Direct call routing to support teams and escalation where required

Ø Use and maintain existing processes and procedures towards achieving SLA

Ø Ensure training and development plans are maintained for your own personal development

As the EMEA Service Desk Analyst your technical skills and experience will ideally include:

Ø Mobility - BES, Intune

Ø Hardware Support - Windows 10, Apple Mac, Bitlocker

Ø Software - MS Office suite, Office 365, SharePoint, Skype

Ø Network - Citrix, VPN, Cisco AnyConnect, Teleworker Products

Ø Dependable Customer Service background

Ø Work well as a team and build relationships to the global partners

Ø Excellent organizational skills, with the ability to prioritize workload

Ø Ability to multitask and maintain focus on all areas of responsibility concurrently

Ø Background Experience with an IT support role supporting a large user base

Ø Good understanding and knowledge of clients, technology and processes supported within the Service Desk environment

Ø ITIL Certifications/Understanding/Awareness

Line of Business: Global Technology and Operations / Workspace Services