Service Desk Analyst

Description:

We’re looking for a Service Desk Analyst to join our global technology powerhouse, specialized in energy and dedicated to enabling a more sustainable future.

At Cegal’s Service Desk the focus is on the customers and their employees. The goal is to provide the world's best service with smiling, enthusiastic and customer-centric employees.

Our Customer Support team resolves nearly 90 percent of incoming requests with 1st and 2nd line support, highlighting the commitment we have to providing customer service and being great problem solvers.

Are you passionate about showing others how technology can make things better? If so, this role might be perfect for you! Together with us you will have the possibility to develop your skills in a supportive and inclusive team.

As our Service Desk Analyst, you will:

• Serve as the single point of contact for client IT issues via phone, live chat, and email by providing high-quality customer support through effective written and verbal communication
• Manage UK IT Operations mailboxes, ensuring all communications are appropriately actioned and cases are logged in the ITSM tool.
• Categorize, escalate, and dispatch tickets or cases to operational teams or vendors through the Service Management System to minimize customer impact.
• Manage and own Access Management processes for all UK customers, including processing account creations, removals, and access level requests in line with customer requirements.
• Contribute to the development of the internal knowledge base.
• Provide shift cover with current UK IT Operations rota between 07:00 – 17:30 Mon – Fri. 40 hours a week in total.
• Participate in OUT OF HOURS Standby Rota as part of the 24-hour service requirement.

To thrive in this role we believe you share our passion for technology and interest in learning, and that you probably have:

• Good understanding of ITIL (Foundation level qualification desirable) with knowledge of ServiceDesk operations and ServiceNow (ITSM tool)
• Experience working in IT service operations t is desirable but not essential.
• Ability to provide basic technical support over the phone and in person
• Excellent phone skills, professional demeanor, and knowledge of customer service principles and practices
• Previous customer service experience strongly desired.
• Great written, oral, and interpersonal communication abilities.