IT Service Desk Analyst

Menzies Aviation; Islamabad; On-site; PKR 1,400,000 - 2,000,000; Full time

Job summary

A global aviation services company is looking for a Service Desk Analyst in Islamabad. Candidates should have demonstrable service desk experience, excellent communication skills, and be ITIL certified. This role offers a variety of tasks such as tracking tickets and ensuring proper incident management, all while being part of a dynamic team focused on customer service.

Qualifications

• Demonstrable experience in a Service Desk environment.
• Excellent customer service and communication skills.
• Ability to work within a team.

Responsibilities

• Log and track all tickets in the service management platform.
• Ensure incidents are prioritized and managed correctly.
• Maintain the service catalogue.
• Update the CMDB with changes.

Skills

Customer service skills

Telephone manner

Team collaboration

Written and verbal communication

Education

ITIL Foundation certification

Tools

Service Now

Job description

Overview

People. Passion. Pride. This is what has driven our teams since 1833.

Since that time, we have developed to become a critical partner in the global aviation industry, delivering time-critical logistics services at over 340 locations in 65 countries, across 6 continents.

But at the heart of our business is our people.

Role Purpose

As a Global IT Service Desk, we pride ourselves on offering a high quality, friendly, knowledgeable and professional service. Our Mission is to continually develop our service to meet and exceed customer expectations and contribute to the success of Menzies Aviation. We do this through the provision of timely, consistently high quality and professional IT support at every customer contact. You'll see that there's no other sector like aviation to work in!

As a Service Desk Analyst, you'll enjoy plenty of variety and will have our full support and training, for the whole of your career journey with us. If you are enthusiastic individual, with excellent customer service skills, and looking to be a part of our exciting and dynamic team, we offer a range of benefits and will support your progression and development as you start your career journey with us.

This role is based in Islamabad, Pakistan so all applicants must be within commutable distance of the office.

What You Will Be Doing

• Ensuring all tickets are logged and tracked in the service management platform, Service Now
• Ensuring the correct priority is given to Incidents
• Ensuring all P1 Incidents follow Incident Management process
• Ensuring service catalogue is kept up to date
• Responsible for personal development including keeping up to date with all training material provided and ensuring training is reflected in the skills matrix
• Ensuring process are executed to the set targets and SLAs
• Ensuring the CMDB is updated with all adds moves and changes
  
  
  

Would you like to see more detail on the accountabilities of the role? Please see the attached job description for further information.

Safety, Security, Wellbeing and Compliance:

You will have a responsibility and duty whilst at work to take reasonable care of the health, safety and wellbeing of yourself and others in accordance with provided information, training, and workplace health and safety rules or procedures. The company is committed to providing a safe working environment for all staff members. In all areas of our business there is a potential risk to the health, safety and welfare to everyone on our sites through the misuse of alcohol and drugs. As such the Company prohibits such misuse and carries out regular testing to enforce our Substance Misuse Policy.

Please see the attached job description for further details on safety, security, wellbeing & compliance.

What We Are Looking For

• Demonstrable experience in a Service Desk environment
• Excellent telephone manner
• Excellent customer service skills
• Ability to work within a team environment
• Excellent written and verbal communication skills
• ITIL Foundation certified
  
  
  

Diversity

Menzies Aviation are a committed equal opportunity employer and encourage applications for suitably qualified and eligible applicants regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, pregnancy, and maternity. We strive to create an inclusive working environment, where the different knowledge, perspectives, experiences, and approaches of our global workforce are represented. Where everyone feels valued and can reach their full potential.

Please be aware that as part of our recruitment process, we may look to use a variety of resourcing tools to help us understand your skills and experience in relation to the role. Please feel free to contact to recruiter below, if there are any reasonable adjustments to our process that you would like us to consider.

As part of our recruitment process, we will always consider how candidates fit with our values which you can learn more about here.

Application Instructions

Is this role ticking all the boxes for you? If so, please click apply now!