Service Desk Analyst

Experience Required Essential:

• Strong understanding of the ITIL v3 framework
• Experience of working in a high pressure environment
• Proven track record in achieving SLAs
• Excellent communication skills and customer focus
• Ability to build and maintain efficient working relationships in a team based environment
• Strong trouble shooting techniques and analytical thinking
• Meticulous attention to detail
• Excellent customer service skills (strong business focus and ‘can do’ attitude)
• Experience of Windows, Office, Active Directory, SCCM, Exchange 2007, SharePoint 2010, Citrix
• Experience of working to and exceeding targets
• Experience of IS work management systems (ideally ServiceNow)
• Good timekeeping and time management

 Desirable:

• ITIL v3 Foundation
• MS-CIT qualification or similar
• Experience of working within a multi-cultural environment
• Experience of working in a fast moving and changing large enterprise IT environment
• Experience of iPhone, iPad, Mac, Blackberry, Android, etc

 Behavioural Competencies

• Proven experience of delivering process efficiencies and improvements
• Clear and fluent English (both verbal and written)
• Ability to build and maintain efficient working relationships with remote teams
• Demonstrate ability to take ownership of and accountability for relevant products and services
• Ability to plan, prioritise and complete your own work, whilst remaining a team player
• Willingness to engage with and work in other technologies