IT Service Desk Analyst

Job description

IT Service Desk Analyst Location: London: Business Area: Engineering and CTO: Ref #: 10049475 Description & Requirements: The Employee Technology Support (ETS) team is seeking a Service Desk Analyst to deliver high quality 1st line support across Windows, Mac OS, desktops, laptops and mobile devices. You will partner with Service Specialists, Desktop Technicians and Mobile teams as the primary point of contact for all internal technical requests and incidents. Mission To deliver excellent employee centred technology support that improves how people work, through responsive service, trusted collaboration, and continuous improvement. What You'll Do: - Provide 1st line support to all global employees for technical service requests via SDSK, ADSK, and Phone - Deliver support that prioritises employee productivity and experience - Follow globally defined ETS workflows for incidents, requests, problems, and changes, ensuring consistent and reliable service delivery - Use dashboards and internal tools to prioritise and manage workload - Drive first time resolution and high quality ticket handling - Identify automation and efficiency opportunities - Contribute to and use the knowledge base...