Service Desk Analyst

Description

About the Role:

The Service Desk Analyst is the first point of contact for all global IT and service requests, resolving issues by phone, email, ticket and in person, and escalating what can't be fixed at first line. You should deliver excellent, timely support to users across multiple business areas, so that issues are resolved with minimal business impact and within SLA.

The Global Service Desk Team has 5 analysts. It supports 1500+ users worldwide, 24 hours a day, 5 days a week (moving to 24x7), on a follow-the-sun shift pattern.

Responsibilities

Ticket and incident management

• Act as first-level contact for users and resolve issues, or convey resolutions, by phone, email, service desk tickets and face to face.

• Maintain control of the Global Service Desk queue: log, prioritise, resolve and reassign tickets as soon as possible after they are raised.

• Take ownership of tickets and see them through to prompt, satisfactory resolution, collaborating with the team as needed.

• Prioritise business-affecting issues and escalate unresolved queries to the right level of support so problems are fixed within SLA.

• Track, route and redirect problems to the correct resources.

• Follow the Global Incident Management guidelines and ensure proper recording, documentation and closure of every ticket.

User support and onboarding/off boarding

• Walk users through the problem-solving process, follow up and provide feedback until the issue is resolved.

• Manage user on- and off-boarding in line with the agreed process flow and timescales, including updating user data.

• Set up new equipment globally, handing over to regional support where required.

• Install and configure software on user machines.

• Support multiple business areas, including IT, Application Support, Facilities and Travel.

Service quality and relationships

• Deliver efficient customer service that meets and exceeds user expectations.

• Build strong relationships across all business areas and represent the Service Desk positively to internal customers, clients and suppliers.

• Take part in the 24x5 global shift Rota (moving to 24x7) so users in every region are supported during their working hours.

• Produce activity reports and attend regular 1:1s with the department head to cascade priorities.

• Recommend procedure changes and improvements, and keep growing your knowledge of help desk procedures, products and services.

Skills and Experience

Technical

• Working knowledge of help desk / ticketing software and remote-control tools

• Windows 10/11 and macOS (OS X) support

• Microsoft 365, including strong core Office skills (Excel in particular)

• Basic SharePoint and OneDrive management

• Microsoft Entra ID (Azure AD) and Active Directory Domain Services (AD DS)

• Advanced troubleshooting and diagnostic skills

Professional

• Proficiency in English, with strong written and verbal communication

• Strong client-facing and customer service orientation

• Ability to priorities, multi-task and complete tasks to the end

• Good organizational and relationship-building skills

• Flexibility to work 24-hour shift patterns

Equal Opportunities

adm-Indicia is proud to be an equal opportunity employer and is committed to creating a diverse environment. We recruit, employ, develop, compensate, and promote regardless of race, religion, colour, national origin, sex, disability, age, veteran status, and other protected status as required by applicable law. Should you need any reasonable adjustments made to this application process, please don't hesitate to let us know.

About adm-Indicia

As a next-generation brand activation agency, adm Indicia's purpose is to simplify our clients’ below-the-line marketing, build sustainable ROI and engage their customers across the path to purchase. Everything we do is optimised through leading strategic capability and actioned through executional excellence.

We transform marketing compromise into a powerful co-promise, creating and activating meaningful brand experiences that drive ROI. Brands have had to juggle multiple agencies, struggle to see value in ever-increasing customer data, and deliver disconnected digital and physical experiences – just some of the compromise frustrating marketing for too long. With joined-up strategy, execution and seamless activation, our combined expertise means we can help brands deliver impact through every stage of the customer journey.

Founded in 1992, we have a global footprint with 46 offices in 33 countries, allowing us to deliver local activation of global strategies for brands across the world. Recognized with a platinum rating by EcoVadis for sustainability, we are experts at identifying the most impactful and sustainable solutions for over 800 brands around the globe.