Global Service Desk Analyst

MCS Group; Belfast; On-site; GBP 25,000 - 35,000; Full time

Job summary

A global professional services firm in Belfast is seeking a Global Service Desk Analyst. This role involves providing exceptional customer support through various channels for a large international user base. The ideal candidate will have 1-2 years' experience in IT support, a solid understanding of the ITIL framework, and strong communication skills. Emphasis on high-quality incident resolution and adherence to SLAs is crucial. This position offers a structured environment with defined processes.

Qualifications

• 1-2 years' experience in Service Desk or IT Support.
• Knowledge of ITIL framework.
• Experience in a fast-paced, multicultural environment.

Responsibilities

• Act as the primary contact for incident resolution.
• Log and resolve service requests per SLAs.
• Support users in multiple global time zones.

Skills

Customer service mindset

Troubleshooting ability

Communication skills

Attention to detail

Tools

Windows OS

Microsoft applications

IT helpdesk systems

Job description

Global Service Desk Analyst - Belfast
Organisation: Global professional services / law firm
Location: Belfast

Role Summary

This is a customer-facing, ITIL-aligned Global Service Desk role providing 1st and some 2nd line support to a large international user base across multiple time zones.
The emphasis is on high-quality incident resolution, SLA adherence, and exceptional customer experience in a structured, enterprise environment.

Key Responsibilities

• Primary point of contact via phone, email, live chat, and ticketing system
• Log, triage, and resolve incidents and service requests in line with SLAs
• Deliver customer‑centric 1st line support, escalating where appropriate
• Support and promote self‑service portals and knowledge base usage
• Accurately document incidents, resolutions, and updates
• Manage multiple queues and support channels simultaneously
• Identify trends and contribute to service improvement initiatives
• Support users across multiple global time zones
• Operate within defined ITSM / ITIL processes

Required Experience & Skills

Technical / Professional

• Minimum 1-2 years' Service Desk / IT Support experience
• Working knowledge of ITIL framework
• Strong experience with Windows OS, Cloud and Microsoft applications
• Familiarity with IT helpdesk / ticketing systems
• Proven ability to troubleshoot remotely (PCs, software, basic network issues)
• Experience working in a fast‑paced, global, multicultural environment

Personal / Soft Skills

• Strong customer service mindset
• Excellent written and verbal communication
• Calm, methodical problem‑solving approach
• High attention to detail and process discipline
• Comfortable working in a globally distributed team
• Proactive, positive, and adaptable attitude

Working Environment

• Enterprise‑scale, highly standardised IT function
• Clear procedures, escalation paths, and governance
• Some autonomy in prioritisation, but within defined processes
• Strong emphasis on quality, consistency, and professionalism

Ideal Candidate Profile

• Service Desk / IT Support Analyst (2+ years)
• Background in corporate, MSP, or enterprise IT environments
• Comfortable with shift work and global support models
• Strong communicator who handles senior stakeholders well

To speak in absolute confidence about this opportunity, please send an up‑to‑date CV via the link provided, or contact Daire O'Connor at MCS Group:
📞 028 9693 5515
📩 [e-mail]

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