Service Desk Analyst

TL;DR

Service Desk Analyst: Providing first-level IT support (hardware & application) to JATO colleagues globally with an accent on monitoring tickets, troubleshooting, diagnosing, and fixing user equipment and operating systems. Focus on resolving incidents at the first point of contact and developing team documentation.

Location: Onsite in Uxbridge, United Kingdom

Company

hirify.global is a global company and the leading provider of automotive market intelligence.

What you will do

• Monitor the Service Desk queue within Jira, reassigning tickets where required.
• Troubleshoot, diagnose, and fix faulty user equipment and operating systems.
• Resolve a high percentage of incidents at first point of contact, following knowledge base articles.
• Develop and maintain team documentation related to first-line support activities, including creating and updating knowledge articles.
• Liaise with third-party software and hardware suppliers.

Requirements

• Experience working within a service desk role/environment.
• Understanding of the Office 365 Suite of applications such as Sharepoint and Microsoft Teams.
• Working knowledge of desktop technologies, including Windows and Active Directory.
• Previous experience working with an ITSM tool, ideally Jira.
• Basic knowledge of Web Application management.
• Excellent communication skills, verbal and written, as you will be liaising with colleagues across different regions and countries.

Nice to have

• Understanding of ITIL principles.

Culture & Benefits

• Part of a global business with success attributed to diversity, skills, and experiences of colleagues.
• Proud to be an equal opportunity employer committed to equal employment opportunity.