Senior Service Desk Analyst

JR United Kingdom; Slough; On-site; GBP 30,000 - 45,000; Full time

Job summary

A leading company in agricultural commodities is looking for a Senior Service Desk Analyst to join their global team. The role involves delivering first and second line technical support, ensuring high levels of customer satisfaction, while contributing to the maintenance of the knowledge base and managing incidents efficiently.

Benefits

Competitive salary

Career development opportunities

Qualifications

• Experience working in an IT Service Desk or similar support function.
• Mixed ability to work under pressure and prioritize workload.
• Experience administrating objects in Office365 & Citrix technologies.

Responsibilities

• Provide first and second line technical support to internal customers.
• Take ownership of incidents and service requests from initial request to resolution.
• Act as an escalation point for junior team members.

Skills

Customer focused

Excellent communication

Ability to work under pressure

Team oriented

Adaptability

Education

Certification in Microsoft, ITIL, CompTIA+ or CompTIA Network

Tools

Office365

Citrix

SCCM

Intune

Active Directory

Job description

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We have an exciting opportunity for someone to join us as a Senior Service Desk Analyst to work in a truly global environment to provide first and second line technical support of ED&F Man services to internal customers within agreed service levels with a constant focus on customer service and satisfaction. The post-holder will resolve reported support using approved methods, tools and procedures and in accordance with published KPI’s and internal SLA’s. The role provides long term potential for someone eager to demonstrate their skills and experience within the challenging and fast‐paced soft commodities industry.

Shift based between 8am – 6pm with occasional out of hours activity.

Business Overview

Established in 1783, ED&F Man is an employee-owned agricultural commodities merchant with 2,800 people in 43 countries and annual revenue in excess of $8bn. We trade sugar, coffee, molasses, animal feed and fish oils. Corporate responsibility is ingrained in our culture. We are passionate about sustainable production, take care to limit the environmental impact of our operations and actively support the communities in which we work.

Key Accountabilities

• Ensure channels into the service desk are appropriately maintained, this will include telephone support, remote assistance and desk side support in the London office.
• Take ownership of incidents and service requests from the initial request for support through to resolution.
• Ensuring that incidents and service requests which cannot be resolved by the service desk are escalated to the correct resolver teams.
• Assuring that the workload is evenly distributed amongst team members.
• Act as an escalation point for junior members of the team and as a technical bridge between the service desk and specialist and the resolver teams within the Technology team.
• Contribute towards the maintenance and upkeep of the ED&F Man knowledge base for documented process, routine tasks and incident resolutions.
• Support the problem management function in the root cause analysis of incidents and problems.

Skills and Experience

• Experience working in an IT Service Desk or similar support function.
• Excellent communication skills at both a non-IT (customer) and technical level.
• Customer focused and team orientated alongside a willingness to adapt and learn new skills.
• Mixed ability to work under pressure and on own initiative and prioritize workload.
• Certification in Microsoft, ITIL, CompTIA+ or CompTIA Network would be an advantage.
• Experience administrating objects in Office365 & Citrix technologies and troubleshooting Citrix sessions.
• Experience working and troubleshooting Windows and Apple devices & administrating user attributes via Active Directory.
• Understanding of DHCP, DNS, Group Policy objects and general server and networking technologies.
• Deployment of new desktop operating system and software releases using SCCM / Intune.

We recognise that talent comes in many forms, and we value potential just as much as experience. If this role excites you but you don’t meet every requirement, we still encourage you to apply.

Our Offer

We provide a fast-paced, stimulating and truly global environment, which will stretch your abilities and channel your talents. We also offer competitive salary and benefits combined with outstanding career development opportunities in one of the global leaders in soft commodity trading.

Our Values

Our values define who we are. They are the fundamental beliefs that determine our actions and guide our behaviour. They influence the way we communicate and collaborate, and define the way we engage with our clients, partners, and communities. Our values are underpinned by a set of essential behaviours, which form part of our performance management approach. Delivering on our objectives is very much about ‘what’ we do, but these essential behaviours also provide a guide and measure for ‘how’ we do things. Our performance essentials are Take Initiative, Self‐Management, Deliver Results and Collaboration.

Our Commitment

We are committed to creating and sustaining an inclusive and diverse work environment where all employees are treated with dignity and respect. We are committed to promoting equal opportunities in employment and are focussed on actively building and developing diverse teams. All qualified applicants will receive equal treatment without regard to race, colour, sex, gender, age, religion or belief, ethnic or national origin, marital or civil partner status, physical or mental disability, military or veteran status, sexual orientation, gender reassignment (identity, gender expression), genetic information or any characteristic protected by local law.

We are willing to make any reasonable adjustments throughout our recruitment process.

To apply you must have the right to work for the provided location.