Global It Service Desk Analyst

Job Category Information Technology Digital About the role As a Global IT Service Desk Analyst you will act as the first contact for end-users raising service requests or operational escalations or reporting incidents You will also be responsible for managing the on-boarding off-boarding of all new users across all Lucy Group companies Your responsibilities Ensure all assigned incidents requests and queries are progressed within agreed service levels Escalate urgent Service Requests or Incident raised by critical resources Escalate cases that have not been resolved within the established turnaround times Administer core M365 services like Exchange SharePoint Microsoft Team and OneDrive for Business Create manage user accounts groups and licenses Manage role-based access and permissions Troubleshoot issues related to email collaboration tools and access Develop existing processes and procedures to troubleshoot and create articles for known issues and share knowledge with colleagues Adhere to ITIL Service Management ITSM best practice and techniques whilst following Service Desk policies procedures and guidelines Work with other team members to continually improve all aspects of IT services that deliver value and enhanced the end-user experience Monitor Logic Monitor incidents and alerts and escalate then if there is any critical issue observed Continue to improve in all applicable technology areas to ensure you have appropriate knowledge and skills necessary to complete all assigned tasks Provide enhanced and expedited support to VIP and critical business users Proactively seek out opportunities for continual improvement Own and progress these opportunities ensuring maximum value is achieved Continue to challenge yourself and improve in all applicable technology areas to ensure you have appropriate knowledge and skills necessary to complete all assigned tasks and support the broader team Key Skills Proficiency in M365 Admin Centre Exchange Active Directory and Windows Operating system Familiarity with Microsoft Defender Intune and Microsoft Entra An enthusiastic commitment to delivering and maintaining a positive End-User Experience An entrepreneurial spirit who can solve challenging problems make a real impact in technology and want to build something big Experience using ITSM tools such as ServiceNow Strong Verbal and written communications skills Good problem-solving skills and analytical thinking Ability to prioritize and multitask in a fast-paced environment Excellent customer relations skills Friendly and approachable with good customer service skills and able to communicate with colleagues who have varying IT knowledge Well organised and able to prioritise workload Collaborative and community focused Friendly and positive attitude Minimum Qualifications Knowledge and Experience Bachelor s degree in an IT Computer Science or related field 3 years experience in IT Service Desk or IT support ITIL3 ITIL4 Certification or 3 years equivalent experience in an IT Service Management environment An understanding of Infrastructure technologies e g Networking SDWAN SAN VMWare DNS AD An understanding of the Microsoft Eco System and services specifically Azure and M365 Operational experience of ServiceNow ITSM - Incident Management Request Fulfilment Problem Management An awareness of Information Security InfoSec and Cyber Security Willingness to work in shifts UK Time zone Ability to document issues and solutions clearly for knowledge base entries Experience of supporting users across multiple time zones and regions Desirable Skills Qualifications and Experience Knowledge of mobile device management MDM Strong understanding of cloud technology e g Microsoft Azure Basic understanding of networking concepts IP DNS DHCP VPN CompTIA A Network AZ-900 Certified