Service Desk Analyst (entry Level)

Service Desk Analyst (Entry Level)

The Service Desk Analyst is the first line of support for Glory and the orchestrator for the rest of IS. To fulfil this position and be successful, you must have a good technical mindset, excellent customer service skills and a degree of patience. Being on the front line involves exposure to senior individuals across the organisation, meaning that the Service Desk Analyst must always present themselves appropriately, demonstrating a high level of professionalism.

Key Responsibilities

• Incident and Service Request logging, prioritization and assignment
• Managing the Service Desk number, when on shift, at all times
• FTF (First Time Fix) of as many Incidents as possible, within SLA
• Accurate assignment of Incidents and Requests to other IS teams when unable to be resolved at first line
• Accurately capturing required details to log tickets
• Reporting on statistics as required
• Fulfilling the joiners, movers, leavers and any other requests in accordance with regulatory compliance

Skills, Knowledge & Expertise

• Degree qualified (preferred) or similar level of higher education
• Good understanding of enterprise technologies
• Competent with Microsoft Office applications
• Experience working in a team on a 24x7 shift basis
• Experience working for a medium-sized enterprise business
• Experience working in the manufacturing industry and appropriate knowledge of related business applications
• Competencies required to be successful in the role include:
• Excellent Customer Service skills
• Strong foundation and / or passion for computing and IT
• Possesses first class attention to detail
• Has exceptional analytical skills and troubleshooting abilities
• Instils a commitment to providing exceptional support
• Works well under pressure
• Must be able to participate in team rota
• Strong communication skills in English, with a preference for proficiency in at least one of the following languages: Spanish, French, or German.
• Self-driven with a passion for the field and a thirst for personal development
• Team player; works well in a busy team and is quick to learn and able to deal with a wide range of issues

About GLORY

Global Leaders in Customer Experience Automation

With a culture rooted in innovation, each day Glory's people are transforming our customer's businesses. Our automation solutions empower retailers, restaurants and financial institutions to save time, money, and deliver unrivalled customer experiences. Publicly listed and proudly international, Glory has been a trusted name for over 100 years, and a global leader for more than a decade. That's a reputation we've earned by combining our pioneering software and hardware with our dynamic people. Because alongside our technology, it's our people who are driving our successes.

Why Join Us

Here at Glory, our ambitions are as big as yours. And that's why we are actively looking to recruit the best of the best. Join Glory and you will be part of the force driving our transformative technology and leading-edge innovations. That's because every Glory solution is powered by exceptional people like you. People with experience, skills and dedication. Here, we prioritise the development and well-being of our people. Across vibrant and collaborative workplaces, you'll team up with colleagues across the world to deliver remarkable solutions in more than one-hundred countries. Looking to make a global impact? Join Glory in innovating the future of business transformation.

Glory Values

The Glory Values are our ethos of working together, diversity and innovation: a practical blueprint of how we work together. We live our values wherever we are – with both colleagues and customers. Glory Values help us meet new challenges and exceed expectations. And they help us further our skills and work with trust and respect.

• Customer Delight. We put our customers first.
• Integrity. We do the right thing, always.
• Innovation. We embrace new challenges and share the future.
• Speed. We move fast, that's how we stay ahead.
• Diversity & Respect. We value the strength in our differences.
• Teamwork. We succeed together.

Our Hiring Process

1. Stage 1: Applied
2. Stage 2: Review
3. Stage 3: Interview
4. Stage 4: Hired