Join to apply for the Service Desk Analyst role at Latitude Financial Services

Join to apply for the Service Desk Analyst role at Latitude Financial Services

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The Service Desk Analyst is responsible for delivering operational and first-level IT support to over 1,500 end-users across all business units and technologies. This includes timely logging of all user incidents, service requests, and access requests, as well as escalating issues that require further resolution.

Let’s look at some key responsibilities:

- Provide first-line support by telephone, email, and online support for all IT services, applications, and infrastructure, ensuring effective management of all services defined for resolution at the service desk.

- Work 7.6 hour rotating shifts (38 hours per week) to support hours of operation from 7am to 5pm, Monday to Friday.

- Monitor and maintain policy, standards and procedures for the service desk

- Oversee service requests from end to end, as lifecycle owner, ensuring users are kept up to date on the progress of their incidents and requests as required

- Ensure operational matters are communicated appropriately within the service desk team, operations bridge and to other internal and vendor support teams

- Maintain documents and participate in meetings as required.

Ideally, we're looking for the following:

Let’s look at you:

- You know that by the time people get to you they can be frustrated and feeling confused about how best to fix their problem. Your approachable, helpful, and empathetic style puts them at ease and makes them feel like you can solve anything!

- Sound technical knowledge of IT infrastructure, IT applications, and IT networks.

- Previous experience in face-to-face customer service or in an agile, product engineering led or IT Department highly desirable.

- Robust customer service skills, problem solving skills and a commitment to excellence.

• - Any prior knowledge in ServiceNow is a nice to have