As the Global Service Desk Analyst, you will provide support for Global IT services such as email, ChildData and Finance for over 9,000 staff in over 70 countries. You will work as part of the Service Desk team who collectively deal with over 10,000 calls per annum. This involves fixing complex technology incidents and service requests that cannot be fixed by local IT to ensure all Plan staff can successfully go about their jobs.
In this role you will ensure issues are dealt with in line with agreed SLAs for global services, alongside supporting over 300 servers and network devices and also supporting over 20 global IT services which are critical to all business areas, including fundraising and sponsorship. You will deal with more than 6 third party support partners and suppliers and you will also produce and distribute periodic management reports ensuring adherence to the Global IT Policy and Global Hub IT Service Management procedures.
We are looking to recruit a self-motivated, efficient and highly organised individual who has experience in a comparable service desk analyst role. You will need to have knowledge of active Directory and exchange account administration, and/or VMware/Alemba vFire Service Manager Administration and best practice service delivery and helpdesk methodologies. It would also be advantageous to have industry qualifications such as ITIL Foundation or Microsoft AD, and Exchange Account Administration Certification or similar.
To be successful in this role you will have strong analytical skills, attention to detail and problem-solving skills. You will be able to effectively prioritise competing demands and you will be professional, customer focussed, constructive and positive in your approach.
Location: Woking, United Kingdom (Currently working from home due to Covid-19 restrictions)
Type of Role: 12- 18-month Fixed Term maternity-cover contract
Reports to: IT Service Support Lead
Salary: £33,615 - £37,350 per annum
Closing Date: 21st January 2021