Service Desk Analyst

Purpose of the job

To ensure the effective and timely fulfilment of IT service requests raised by users following agreed procedures and service levels.  The Request Fulfilment Service Desk Analyst plays a key role in maintaining service by processing access software and hardware requests efficiently accurately and in line with organisational policies and ITIL standards.

This role requires participation in a shift pattern to provide coverage across core support hours.

Main responsibilities

• Manage service requests logged via the Service Request portal
• Process requests in accordance with the request fulfilment process and SLAs
• Fulfil standard service requests such as access provisioning software installation and arrangement of hardware allocation
• Follow documented workflows and obtain necessary approvals before completing fulfilment tasks
• Ensure all requests are updated regularly and closed appropriately within the ITSM system
• Collaborate with internal IT teams to fulfil more complex or multi-step requests
• Provide clear and timely communication to users throughout the request lifecycle
• Identify trends or repeated requests to help improve request templates and automation
• Adhere to IT policies particularly around security access management and compliance.
• Support knowledge base creation and process documentation improvements.
• Any other such duties that might be reasonably required for this role.

Qualifications :

A Degree/ Diploma in IT or related field

Knowledge Skills and Experience

• 1 - 2 years of experience working in a Service Desk IT Support or IT Operations environment
• Experience using ITSM tools Service Desk Plus is an advantage
• Strong customer service and communication skills both written and verbal
• Working knowledge of IT processes especially Request Fulfilment
• Experience handling access requests account provisioning and standard user support tasks
• Familiar with Active Directory Microsoft Azure Admin Portal Office 365 administration and standard desktop support tools
• Ability to manage multiple requests simultaneously while maintaining accuracy and professionalism.
• Ability to use initiative work independently and as part of a global team in line with agreed procedures and processes.
• Excellent time management skills
• Strong organisational skills with a proven track record in a challenging support environments
• Willing to work UK/US hours on a rota basis (11:00 hrs - 19:30 hrs/ 17:00 hrs - 01:30 hrs)

Additional Information :

All staff are expected to embody our three core values.  These values underpin everything that we do and reflect the skills and behaviours we all need to be successful. 

• We are AMBITIOUS - We think and act globally seizing every opportunity to support our clients and staff - wherever in the world they may be.
• We are AGILE - Our independence from any financial institution gives us the flexibility and freedom to keep things simple efficient and effective.
• We are COLLABORATIVE - We take the time to understand our clients needs so that we can deliver personalised solutions every time.

• Equal Opportunities for Everyone

Please let us know if theres anything we can do to make the process easier for you. You can reach us at .

Were an equal opportunity employer. All applicants will be considered for employment without attention to age ethnicity religion sex sexual orientation gender identity family or parental status national origin or veteran neurodiversity or disability status

Remote Work :

No

Employment Type :

Full-time