Senior IT Service Desk Analyst

Rocket Lab; London; Remote; GBP 35,000 - 50,000; Full time

Job summary

A leading company in micromobility is seeking a Sr Service Desk Analyst to join their team in London. The role involves providing IT support, managing ticketing systems, and helping to improve operational processes. Candidates should have strong troubleshooting skills, a degree in Computer Science, and experience in customer support environments. Join Lime to contribute to a mission of creating affordable and sustainable transport solutions.

Qualifications

• Experience with enterprise ticketing systems like ServiceNow or Jira is crucial.
• 3+ years in a technical customer support environment preferred.
• Excellent verbal and written communication skills required.

Responsibilities

• Oversee onboarding/offboarding to ensure SLAs are met.
• Troubleshoot and resolve hardware, software, and network issues.
• Document and improve existing IT processes.

Skills

Customer Relationship Management

Troubleshooting

Documentation

Mentorship

Problem Solving

Education

Degree in Computer Science

Tools

ServiceNow

Jira

Zendesk

Google Workspace

Slack

Job description

Lime is the world's largest shared electric vehicle company. We’re on a mission to build a future where transportation is shared, affordable and carbon-free. Our electric bikes and scooters have powered 700+ million rides in 250+ cities on 5 continents, replacing an estimated 150+ million car trips. Named a Time 100 Most Influential Company and Fast Company Brand That Matters, Lime continues to set the pace for shared micromobility globally.

Lime is seeking an experienced analyst to join our IT Service Desk to enable our employees to do their best work. More specifically, the Sr Service Desk Analyst’s role is to provide support to Lime’s internal users, ensuring our technology helps the completion of business tasks. This includes overseeing the support queue, prioritizing requests, creating and maintaining documentation, and actively resolving end user requests. In addition to day-to-day support, the Sr Analyst is an escalation point to the other service desk analysts on the team, helping resolve complex issues and setting an example for customer interactions.

The ideal candidate is a helper and an enabler, they find solutions to problems that have yet to be reported. They are a true partner who can work as part of a team while independently managing a workload of operational and project-driven responsibilities. They find and drive improvements in how our team works while providing technical guidance to both customers and team members.

What you’ll do:

• Oversee and contribute to employee onboarding and offboarding, ensuring that SLAs are met and standard help desk tasks are completed in a timely manner

• Troubleshoot identify, analyze, and resolve hardware, software, and network related issues

• Maintain and develop excellent customer relationships and ensure all user issues are tracked in our ticketing system

• Evaluate ticket resolutions and analyze trends for ways to prevent future problems, updating templated responses with the rest of the team

• Document and improve existing processes and procedures and contribute to the maintenance of our knowledge base

• Provide mentorship, guidance, and training to the junior analysts on the team.

• Assist in projects as needed, and identify areas of improvement, scoping the problem for future projects

• Collaborate with other IT team members to address larger issues and implement improvements

About you:

• Experience with enterprise ticketing systems such as ServiceNow, ConnectWise, Zendesk, Jira

• Demonstrated capability managing and supporting both Mac & Windows

• Device management experience with tools such as Jamf, Airwatch, Mosyle or HexNode

• Experience with collaboration tools, including Google Workspace, Slack, and Atlassian tools

• Capability of managing multiple tasks in a fast-paced environment with competing priorities

Preferred Experience:

• Degree in Computer Science, or a related field, or equivalent work experience

• 3+ years of experience in a customer support environment, preferably technical

• Excellent verbal and written communication skills with the ability to effectively present and explain technical concepts to both technical and non-technical customers

• Native and English language proficiency is required

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If you want to make an impact, Lime is the place for you. Not sure if you meet all the qualifications? If this role excites you we encourage you to apply. Explore all opportunities on our career page.

Lime is an Equal Opportunity Employer, but that’s just the start. We believe different perspectives help us grow and achieve more. That’s why we’re dedicated to hiring and developing the most talented and globally diverse team – which includes individuals with different backgrounds, abilities, identities and experiences.Applicants who require a reasonable accommodation for any part of the application or hiring process can email [e-mail] for assistance.

Use of artificial intelligence or an LLM such as ChatGPT during the interview process will be grounds for rejection of your application.