We have an exciting opportunity for someone to join us as a Senior Service Desk Analyst to work in a truly global environment to provide first and second line technical support of ED&F Man services to internal customers within agreed service levels with a constant focus on customer service and satisfaction. The role provides long term potential for someone eager to demonstrate their skills and experience within the challenging and fast‐paced soft commodities industry.
Shift based between 8am – 6pm with occasional out of hours activity.
Established in 1783, ED&F Man is an employee-owned agricultural commodities merchant with 2,800 people in 43 countries and annual revenue in excess of $8bn. We trade sugar, coffee, molasses, animal feed and fish oils. Corporate responsibility is ingrained in our culture. We are passionate about sustainable production, take care to limit the environmental impact of our operations and actively support the communities in which we work.
Ensure channels into the service desk are appropriately maintained, this will include telephone support, remote assistance and desk side support in the London office.
Ensuring that incidents and service requests which cannot be resolved by the service desk are escalated to the correct resolver teams.
Act as an escalation point for junior members of the team and as a technical bridge between the service desk and specialist and the resolver teams within the Technology team.
Contribute towards the maintenance and upkeep of the ED&F Man knowledge base for documented process, routine tasks and incident resolutions.
Support the problem management function in the root cause analysis of incidents and problems.
Experience working in an IT Service Desk or similar support function.
Excellent communication skills at both a non-IT (customer) and technical level.
Certification in Microsoft, ITIL, CompTIA+ or CompTIA Network would be an advantage.
Experience working and troubleshooting Windows and Apple devices & administrating user attributes via Active Directory.
Understanding of DHCP, DNS, Group Policy objects and general server and networking technologies.
Deployment of new desktop operating system and software releases using SCCM / Intune.
We recognise that talent comes in many forms, and we value potential just as much as experience. We provide a fast-paced, stimulating and truly global environment, which will stretch your abilities and channel your talents. We also offer competitive salary and benefits combined with outstanding career development opportunities in one of the global leaders in soft commodity trading.
They influence the way we communicate and collaborate, and define the way we engage with our clients, partners, and communities. Our values are underpinned by a set of essential behaviours, which form part of our performance management approach. Our performance essentials are Take Initiative, Self‐Management, Deliver Results and Collaboration.
We are committed to promoting equal opportunities in employment and are focussed on actively building and developing diverse teams. All qualified applicants will receive equal treatment without regard to race, colour, sex, gender, age, religion or belief, ethnic or national origin, marital or civil partner status, physical or mental disability, military or veteran status, sexual orientation, gender reassignment (identity, gender expression), genetic information or any characteristic protected by local law.