Service Desk Analyst
Support
Service Desk Analyst
Warszawa
Type of work
Undetermined
Experience
Mid
Employment Type
Permanent
Operating mode
Office
Tech stack
Microsoft Office
MS Operating Systems
ITIL Principles
Azure AD
Exchange
Job description
Online interview
We are looking for motivated Service Desk Analyst, who will join our IT Service Desk Team and will support all colleagues and the wide range of applications, including a number of bespoke systems and SaaS products. As a Service Desk Analyst, you will have exposure to a multitude of internal and SaaS systems and support tools including Active Directory & Exchange. You will enjoy working in a dynamic, collaborative and professional environment.
REQUIREMENTS
- Excellent customer service skills with ability to provide step-by-step technical help, both written and verbal
- Use of and understanding of IT Tools, for example Active Directory, Azure AD, Exchange.
- Hands-on experience with Windows/Mac OS environments and Video Conferencing systems
- Good understanding of computer hardware, mobile devices and other tech products
- Experience of working in a professional office environment, particularly financial services and/or IT
- Experience of performing audited procedures
- General understanding of ITIL Principles
- Strong collaborative/team focused
- Having an eye for detail and accuracy
- Risk awareness: ability to determine and mitigate risk
Languages:
- Excellent command of English
- Good command of Polish
KEY RESPONSIBILITIES:
- Provide quality IT support to all employees
- Manage access to all IT systems, follow audited procedures
- Maintain accurate records, informs colleagues about the process and advises relevant persons of actions taken via our ticket logging system, TOPdesk
- Processing incidents and service requests initiated by customers using either the Self-Service Portal, email, or telephone.
- Responsible for the prompt triage of new incident and service request tickets which are logged with IT; categorizing, prioritizing and assigning, within agreed timescales.
- Follow up with clients to ensure their IT systems are fully functional after troubleshooting
- Prepare IT equipment for users according to the internal working tools policy
- Work closely with our Identify Access Management (IAM) team, to safeguard our IT systems and protect company and client data.
- Become specialists in key applications used at Hargreaves Lansdown, understanding how applications are used, who uses them and risks of incorrect access being provided
- Systematically interprets colleague requests and identifies solutions and possible side effects.
- Create and update Knowledge Base, Confluence, documentation;
WORKING FOR US YOU WILL EXPERIENCE
Many opportunities to gain and share knowledge and ideas
- Working with new technologies
- In-house Trainings
- Conference budget
- Training budget
- English lessons with native speakers
- Library
Supporting team
- Best welcome for new employees
- Buddy program
- Team Events
Benefits
- Author’s rights (tax reliefs due to creative type of work)
- PPE (4% employer contribution without any additional cost nor employee contributions required)
- Annual bonus depending on performance
- Conference budget
- Training budget
- English lessons with native speakers
- Private health care
- Life insurance
- Sports card
- Comfortable work environment in modern office
- Well communicated location: close to Rondo Daszyńskiego
- Bike parking
- Gym
- Play room
- Shower
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