Service Desk Analyst

Description

Compensation details will be shared by the recruiter during the first interview.

The perks:

• Competitive salary & benefits plan

• Life Insurance

• My Benefit Platform

• Medical Insurance with Medicover

• 1 additional day off to celebrate your Birthday

• 2 additional days off a year for voluntary work

• Share Plans for Employees

• Free lunch at the office (ones per week)

• Employee Assistance Program

• We work in hybrid working model

What You'll Need:

• Eager to learn and quick to learn

• Excellent communication and interpersonal skills

• Interest in financial products

• Windows 10 desktop infrastructure within a large financial (or similar) organization.

• Active Directory administrative experience within a medium / large organization.

• Application deployment and maintenance, including testing and documentation.

• Practical understanding of computer hardware and software.

• Experience working with Call logging systems e.g. ServiceNow.

• Experience of Java in a desktop environment,Self-organized

• Ability to follow procedures and guidance

• Understanding of the role of Service Desk in an organization

What you’ll do:

• Triage incidents and service requests via phone, e-mail, communicator, ServiceNow.

• Troubleshoot end user incidents and where possible resolve upon first contact.

• Accurately record and document all details of the incident or service request, including categorization and priority into ServiceNow

• The primary base of this role is to proactively work within the Kraków based Service Desk team to support the EMEA region with various aspects of the role supporting the company globally.

• When incidents are raised the job holder will need to quickly determine the severity of the issue with regard to business impact and technical complexity.

• This role encompasses all areas of technology used within the desktop environment including Microsoft, Apple, and a range of bespoke applications supporting both the trading desk and general IT infrastructure.

• Day to day tasks will involve various aspects of UK, EMEA, and Global support including AD management, workstation application testing, deployment and maintenance, print management, patching, rollouts, video, video conferencing, as well as servers and software that support these functions were required. Predominantly PC but also Mac support.

• The successful candidate will be able to demonstrate a technical proficiency and depth of experience across desktop related technology such as: Active Directory, TCP/IP, Windows Defender, Mobile Device Management, Microsoft SCCM as well as an in-depth knowledge of the Microsoft operating system family.

• Provide remote access/VPN support.

• Build relationships with the escalation teams to ensure that IT-delivered services and end-user productivity goals are understood and met or exceeded.

• Be an advocate for the end user to ensure he or she receives high-quality and timely service and support from the entire IT organization.

• Will be able to demonstrate strong problem-solving and organizational skills

• Ability to work under pressure and to tight deadlines

• Initiate ideas to drive service improvements and efficiencies within the team

• Notes: The team work in shift over a 24-hour period, the successful candidate will be required to participate in the Out of Hours Support Rota over the whole weekend.