Service Desk Analyst

About Euromonitor:

Euromonitor International leads the world in data analytics and research into markets, industries, economies and consumers. We provide truly global insight and data on thousands of products and services; we are the first destination for organisations seeking growth. With our guidance, our clients can make bold, strategic decisions with confidence.

About the role:

As a Service Desk Analyst within the Technology Services division at Euromonitor you'll be a go to individual for resolving internal colleagues' issues with technology and systems across hardware and software. You'll seek to provide outstanding support to all internal customers, managing a wide range of assets, products, services, and platforms.

As the primary point of contact for all IT incidents and service requests, you'll utilize excellent problem-solving and analytical skills to fully understand and resolve users' issues. By maintaining high standards of customer service, you'll proactively and reactively address problems with strong commercial awareness.

Our Service Desk Analysts work both independently and as part of a team to meet all performance targets. They ensure resolutions are provided efficiently and promptly, maintaining proactive communication to guarantee internal customer satisfaction.

What you'll be doing:

• Incident & Service Request Management: Respond to requests and meet SLAs.
• Asset Management: Maintain the Asset Register for tracking and correcting information.
• IT Equipment Management: Oversee IT equipment, assess needs, procure new equipment, track inventory, and work with vendors.
• Continual Improvement: Engage with and improve processes.
• Customer Service: Resolve user requests, empathize with users, and build relationships.
• Problem Management: Identify, analyze, and resolve problems, reducing incidents.
• Ownership & Initiative: Own issues through to resolution, escalating when needed.
• Service Focus: Understand and support Technical & Digital products.
• ITIL Framework: Apply ITIL principles and processes.
• Service Reporting: Use reports to understand KPIs.
• User Experience: Prioritize user needs, provide VIP support, and ensure consistent experience.

Requirements

How you'll be doing it:

• Provisioning: Provide hardware and software, ensure secure connectivity.
• Technical Support: Assist with hardware, software, access, and connectivity issues.
• System Administration: Maintain software systems, apply updates, and ensure security.
• Access Management: Update user accounts, manage system access, and document configurations.
• Performance Improvement: Analyze and tune systems to remove bottlenecks.
• Policy Implementation: Monitor and enforce compliance with security best practices.
• System Maintenance: Perform installations, updates, and respond to alerts.
• Meeting Room Technology: Manage and maintain equipment.
• Technical Knowledge: Intermediate knowledge of Active Directory, Windows OS, Microsoft 365, and other platforms. Basic support for Crowdstrike and Google.

Benefits

Why work for Euromonitor?

Our Values:

We seek individuals who act with integrity

We look for candidates who are curious about the world

We feel that as a community, we're stronger together

We seek to enable people to feel empowered

We welcome candidates who bring strength in diversity

International: We have a multinational workforce and communicate daily across our 16 global offices.

Hardworking and Sociable: Our staff balance hard work with enjoyment, offering flexible hours and regular social events, including after-work meetups, summer and Christmas parties.

Committed to Making a Difference: Our Corporate Social Responsibility Programme provides two volunteering days annually, donation amounts for new starters and supports local and international charities through various initiatives.

Excellent Benefits: We offer competitive salaries, enhanced healthcare and pensions, generous holiday allowances, hybrid working, and flexible start and finish times.

Opportunities to Grow: We provide extensive training and development, promoting from within and across departments, and rewarding talent.

Equal Employment Opportunity: Euromonitor International does not discriminate based on race, color, religion, sex, national origin, political affiliation, sexual orientation, gender identity, marital status, disability, genetic information, age, membership in an employee organization, or other non-merit factors.

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