Job title:IT Service Desk AnalystCareer path:Corporate Services
Summary:To assist the global IT Service Desk by acting as the first point of contact for many of our users. Reporting to:EMEA Service Desk Manager
Essential Duties and Responsibilities
Acknowledge receipt of all user tickets within defined Service Level Agreements (SLAs).
Maintain defined Key Performance Indicator (KPI) levels.
Take phone calls from end users and 3rd parties.
Log detailed descriptions of issues into the ServiceDesk ticket system.
Take ownership of tickets and manage them through to closure.
Communicate with users to collect information about problems; investigate user problems and identify their source; determine possible solutions; test and implement solutions.
Perform procedural IT related tasks such as unlocking user network accounts, resetting passwords, create user network accounts in AD and Exchange (O365), creating Skype for Business accounts.
Perform troubleshooting steps in order to resolve incidents raised with the Service Desk.
Work with corporate purchasing and accounting teams to ensure all required information is processed correctly
Ability to understand business requirements, and suggest IT solutions
Excellent customer service skills, at all levels from VIP Down
Self Starter, with good IT knowledge and ability to take on new solutions without guidance
Undertake ad-hoc project work when required.
Ability to work in high pressure environments, and to maintain a clear head and respond appropriately
Experience of working with difficult customers, within a policy driven environment
To participate in the staff development programme within the framework of IIP and within the agreed individual staff development plan.
To ensure that the Equal Opportunity, Health and Safety and Quality Procedures are adhered to within your area of responsibility and that any non-compliance is reported to the appropriate level of Management.
To ensure that the corporate values of the Company are actively promoted and implemented at all times.
To support a culture that promotes teamwork and discourages divisiveness at all organisational levels.
To communicate with internal and external agencies, staff, customers, management and peers in a manner appropriate to your position at all times and act in accordance with your confidentiality agreement with the company at all times.
To ensure that any defective equipment/building faults are reported promptly to your Manager.
This description is an outline of the main duties and responsibilities of the designated role but other duties may be assigned from time to time as the situation requires.Essential RequirementsDesirable RequirementsCorporate Services Career Path Levels to Progression Level 1Level 2Level 3A career path level will be assigned on commencement with GP and will be reviewed annually at appraisal. For further information on the performance guidelines for each career path level please refer to the career path levels performance guidelines (GP-UK-P-02 APP A).
Experience working in an IT department
Knowledge of the following tools:
MS Windows 7 - 10
Highly organised with the ability to prioritise a variety of tasks/deliverables
Microsoft Office experience in a working environment.
Desire to offer outstanding customer service.
Attention to detail.
Excellent inter-personal skills.
Experience of liaising with 3rd party suppliers.
Ability to follow direction without question.
Ability to work without direct supervision.
Ability to maintain sound and effective working relationships.
CompTIA A+ certification
Ability to Travel
Experience working within an international organisation.
Exposure to providing IT support to remote users in other countries.
Strong interest in technology.
ITIL knowledge and/or certifications
Strong written and verbal communication skills.
GPUK-JD112 Administrative Specialist April 2013 v1.0
GP Strategies Corp. is a global performance improvement provider of sales and technical training, E-learning, management consulting and engineering services headquartered in Columbia, Maryland.
Functions : Others
Industries : Other
Skills/Roles I hire for: Technical Training, E-Learning, Management Consulting, Engineering Services
level Hiring For: Junior Level, Mid Level, High Level, Top Management
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