Service Desk Analyst

About the role

As a key member of the Service Desk team, reporting to the Global Service Desk Manager, you will play a critical role in supporting the business by ensuring that all incidents are accurately logged and tracked within the ticketing system. You will manage the end-to-end resolution of incidents, adhering to Service Level Agreements (SLAs) to minimize downtime and ensure seamless business operations. In this role, you will provide support for a range of enterprise tools, with a particular focus on Dynamics 365 (D365). You'll assist users by answering queries, troubleshooting issues, and escalating complex problems when necessary to ensure minimal disruption. Your day-to-day will primarily involve handling inquiries via phone, email, and the ticketing system, addressing both general IT issues and D365-related concerns. You'll also be responsible for escalating unresolved issues to the appropriate teams within the department to ensure swift resolution.

Key responsibilities

• Efficiently log, track, and resolve IT incidents in alignment with service level agreements (SLAs), escalating issues when necessary to ensure timely resolution
• Deliver outstanding support via phone, email, and ticketing systems, ensuring all user queries are handled promptly and effectively
• Maintain and update self-help resources to empower users and colleagues to resolve common issues independently
• Work closely with internal departments and external vendors to drive swift and effective outcomes
• Take proactive ownership of customer issues, troubleshooting across hardware, software, and network environments
• Provide remote assistance to users globally, accommodating various time zones and ensuring consistent service delivery
• Provision, configure, and maintain IT equipment - including laptops, desktops, and peripherals for new and existing users, supporting smooth onboarding and optimal performance
• Support core business applications such as Dynamics 365, email platforms, and collaboration tools to ensure operational continuity
• Promote IT best practices and online security guidance to enhance user awareness and protect organisational assets

About you

• 3-5 years of experience in IT support or Service Desk roles, ideally within a global, multi-time-zone environment
• Proficient in both Windows and macOS environments, with a strong understanding of a wide range of enterprise tools and applications
• Hands-on experience with industry-leading service desk platforms, such as TOPdesk, ServiceNow and JIRA, for efficient incident and request management
• Exceptional written and verbal communication skills, with the ability to translate complex technical concepts into easily understandable language for diverse audiences
• In-depth experience with Dynamics 365 Finance and Operations, including troubleshooting, system optimisation, and issue resolution
• Strong analytical mindset with a methodical approach to diagnosing and resolving technical issues, ensuring minimal disruption for end users
• Resilient, service-oriented, and adept at balancing multiple priorities, all while maintaining a positive and professional user experience
• Excellent interpersonal skills with the ability to collaborate seamlessly across internal teams and with external stakeholders to deliver effective solutions
• Comfortable working in fast-paced, evolving environments, with a proven ability to pivot and adjust to changing business needs
• Fluency in English (both spoken and written) is required for effective communication and collaboration

About us

Trifast PLC is a leading global specialist in the design, engineering, manufacturing, and distribution of high-quality industrial fasteners and Category 'C' components. Serving approximately 5,000 customers across 75 countries, Trifast supports a diverse range of industries, including Automotive, Smart Infrastructure, Medical, General Industrial, and Distribution sectors.