Senior Technical Analyst - Service Desk

Senior Technical Analyst - Service Desk

We're proud to have been helping our clients build better financial futures for over 50 years. How have we achieved this? By working together - and supporting each other - all over the world. So, join our Service Desk team and feel like you're part of something bigger.

The Technology Service Desk provides main day-to-day interface between Technology and their clients, both internal and external (BSL, FFB), and is responsible for creating a good image about the quality and availability of IT services. The Service Desk is required to represent the end users' interests to Technology teams.

A service desk professional is someone that balances customer service skills with technical competency to assist internal employees or external clients with computer or technological issues or requests (via calls, employee self-service tickets and in very few instances e-mails). Service desk professionals support business or technology customers by helping them work through technology or service problems at home or work by use of appropriate remote access tools / software packages to achieve the maximum possible first-time resolution rate.

The job requires the candidate to work in rotating shifts covering UK, European and India business hours.

The candidate is expected to display professional ethics in his/her approach to work and exhibit a high-level ownership within a demanding working environment.

Responsibilities include:

• Respond quickly to all service requests and incidents.
• Manage incidents and service requests reported over the phone, employee self-service tickets or in few cases e-mails: Recording, classifying and maintaining the integrity of data within the incident and service request recording system, Service-Now. Online diagnosis and investigation via remote access applications and providing quality information, providing solution and routing requests or issues to the appropriate support teams, as required.
• Assessing the impact and risk of incidents and timely escalation.
• Handling customer queries and resolving incidents which are within the scope of service desk using remote access software.
• Monitoring, tracking and reviewing the progress of an incident, and keeping the customer informed.
• Provide basic user administration support i.e. network password re-sets, application password reset.
• Manage IT requests submitted by customers – initial review and evaluation of the request, allocation to the appropriate service provider, review of progress of the request and communication to customers.
• Relay information updates on IT service disruptions / outages to customers.
• Provide management information and reports on IT service trends.
• Constantly work towards technical skills enhancement and always work as a team player.

Experience and Qualifications:

Around 2-3 years of experience in similar kind of support role.

Skills Required:

Technical:

Knowledge of Windows 11 OS, and virtual desktop interface. Familiar with Outlook 2007/2010, Exchange 2010, SharePoint 2007/2010/2013 and other Microsoft applications. Working knowledge of Intranet and Internet applications. Knowledge of AS400 Client Access Citrix ICA client experience ITIL foundation certificate (added advantage, not mandatory). Knowledge of Cloud Computing, Office 365

Business / Interpersonal Skills:

Good listening skills Complaint management skills Flexible to work in shifts to cover multiple time zones. Fluent in English with excellent verbal and written communication skills. Proven commercial aptitude with good customer service skills Ability to multi-task, prioritise workload and work under pressure. Ability to adapt to continuously changing procedures and environment. Organised with good attention to detail. A positive 'can do – will do' attitude is essential. Team player with strong inter-personal skills.

For starters, we'll offer you a comprehensive benefits package. We'll value your wellbeing and support your development. And we'll be as flexible as we can about where and when you work – finding a balance that works for all of us. It's all part of our commitment to making you feel motivated by the work you do and happy to be part of our team. For more about our work, our approach to dynamic working and how you could build your future here, visit careers.fidelityinternational.com.