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As part of the 24/7 European IT Service Desk team, you will work across a broad range of technologies and liaise with multiple areas of the business to support our European environment. Customer service is your passion, with a hunger for learning and personal development. This role is part of the newly created IT Infrastructure and Operations team within the Pilgrims Shared Services Centre. As a Service Desk Analyst, you will support colleagues in delivering exemplary customer service and managing incidents and service requests. Your responsibilities include customer support and incident response, following approved processes like incident management and request fulfillment to ensure high service levels.
Part-Time Hours (Covering the following pattern):
* Monday to Wednesday: 08:00am - 12:00pm
* Friday: 11:59pm - 08:00am
Key Responsibilities:
* Handle all incidents and requests via telephone, email, self-service, and walk-ups within Service Level Agreements (SLAs).
* Manage the Service Desk Queue actively.
* Correctly categorize, update, and assign incidents.
* Invoke Major Incident Management process promptly for high-priority incidents.
* Manage VIP incidents and requests.
* Identify and implement service improvements for the Service Desk.
* Maintain and populate the Service Desk knowledge base and manage solutions collaboratively with IT support teams.
* Provide technical guidance to colleagues at all levels.
* Deliver efficient, personalized support to business users.
* Prioritize and action tickets to meet business SLAs and deadlines.
* Resolve and close tickets at first contact wherever possible.
* Remain calm, focused, and professional at all times.
Key Skills:
* Aligned with the company's core values and competencies.
* Experience in a customer support role within a medium to large organization, with technical support responsibilities.
* Strong customer service and communication skills.
* Experience in incident impact analysis.
* Analytical mindset and problem-solving abilities.
* Flexible approach and positive attitude towards work.
* Team player.
Seniority level
* Entry level
Employment type
* Part-time
Job function
* Information Technology
Industry
* Food and Beverage Manufacturing
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Locations recently posted: Belfast, Newtownabbey, Northern Ireland, UK.
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