Service Desk Analyst

Role: To provide 2nd line support for service users via telephone, email, ticket and remote access.

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Overview:

ebb3 is seeking a motivated Service Desk Analyst. In this role you'll be responsible for troubleshooting, researching, resolving, and escalating issues as applicable. You will provide support for incident, fault and problem management, and process, as well as handling implement requests for change.

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Shift patterns​​

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You will work on a rotating shift pattern:​​

• 05:00 - 13:00 

• 08:00 - 16:00

• 12:00 - 20:00

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This is a hybrid role, you will be required to attend the office three days a week when on a 8:00 - 16:00 shift rotation. 

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Key Responsibilities​​​

• Managing ticket queues, ensuring all issues, incidents, faults, problems, and changes are resolved within specified SLAs and OLAs.

• Assist with all external and internal audit programs where required.

• Manage workloads in line with current professional qualifications and accreditations.

• Deliver the required ISO, and vendor certifications in response to changing guidelines, legislation, risk, and expansions to scope into the wider group of businesses.

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Knowledge

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Essential:

• Understanding of Service and Operational Level Agreements as well as key performance Indicators.

• Clear, calm communicator.

• Ability to plan, prioritise and schedule activities in order to meet deadlines.

• Ability to communicate in written and verbal form with people at all levels within the company.

• Managed Service desk experience.

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Desirable: 

• Understanding of Data Centres, Virtual Platforms and Cloud based hosting platforms, Citrix, VMWare and Microsoft server and Active Directory.

• ITIL v4 foundation certified.

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Skills

Essential:

• Technical background and aptitude to allow understanding, coordination, execution of defined processes.

• Excellent customer service skills.

• An inquisitive nature, and drive to always be better.

• Ability to organise work effectively, prioritise objectives based on an understanding of organisational policies and activities.

• Ability to represent the department and Company in a friendly, courteous, and professional manner.

• Attention to detail, accountability, persistence and resiliency, integrity, and analytical thinking.

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Desirable:​

• ITSM Tooling experience

• Citrix

• Cisco

• NVIDIA

• ITIL

• ISO 27001

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Personal

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Building Relationships & Networking:

• Builds credibility, respect and trust with others through depth of understanding and knowledge.

• Makes a real effort to understand other roles and objectives.

• Considerate and respectful towards others.

• Collaborates effectively to ensure delivery of mutual objectives.

• Builds co-operative and positive relationships with internal and external stakeholders.

• Fair and objective approach.

• Perceptive and understands others.

• Driven by organisational values.

Communication:

• Shares knowledge and information with others.

• Open and transparent.

• Embraces and absorbs new information and uses results effectively.

• Consults widely.

• Able to adapt style of communication and approach.

• Communicates clearly and concisely.

Delivers Results:

• Ability to thrive in environments of complexity and change.

• Plans ahead and manages time effectively.

• Takes accountability and ownership of tasks and problems and seeks to overcome obstacles and challenges.

• Meets milestones and is committed to achieving a positive result.

• Able to assess situations, analyse information and make informed decisions.

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Commitment, Motivation & Drive: 

• Takes pride in personal development.

• Professional and polite manner.

• Approachable and welcoming.

• Positive attitude and optimistic.

• Resilient, calm and in control of emotions.

• Honest, open to challenge and prepared to take advice.

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Benefits:

• Competitive salary.

• Hybrid working.

• Comprehensive health and wellness benefits.

• Opportunities for professional development and career growth.

• Collaborative and innovative work environment.

To apply, please submit your CV below. We look forward to hearing from you!