Foster + Partners
Senior Service Desk Analyst
Permanent
On-site
We are a global studio for sustainable architecture, urbanism, engineering and design, founded by Norman Foster in 1967. Foster + Partners.
As a Senior Service Desk Analyst, you’ll be a trusted voice on the frontline, delivering best-in-class support and helping to shape the future of employee’s experience at Foster + Partners. You'll play a key role in driving both the performance of the team and the quality of service we deliver to our employees.
Key skills:
* Minimum 3+ years of end user support.
* Proven success in a Service Desk environment, with strong personal track record.
* Experience working with SLAs and service targets.
* Familiarity with ITIL processes, particularly Incident and Problem Management.
* Previous involvement in coaching or mentoring team members.
* Clear and confident communication, both written and verbal.
* Capable of simplifying technical details for non-technical users.
* Excellent time management and planning abilities.
* Proficient in ITSM tools for managing incidents and service requests.
* Calm and adaptable under pressure, with a passion for employee satisfaction.
* Curious and solution-oriented, with a drive for continuous learning and service improvement.
* Strong problem-solving and analytical skills with a “bigger picture” mindset.
* Experience with hardware troubleshooting (desktop/laptop, printer, mobile device etc.)
In return we offer a competitive basic salary and generous benefits package which includes 25 days holiday (exc bank holidays), Pension, DIS and discretionary annual bonus