Service Desk Analyst - London

Service Desk Analyst - London

Gibbs Hybrid is looking for an accomplished Service Desk Analyst with a wealth of experience delivering VIP service desk support for internal customers and be an escalation point for the wider local and regional teams. This is a rolling 3mth PAYE contract. 2/3 days a week onsite (some flex)

• Respond to service desk tickets and provide support for reported customer problems, software, and hardware. Triage and resolve support requests from internal ticketing and chat systems and escalate higher-level requests appropriately.
• Troubleshooting and support for all end-user issues: mobile, desktop, audio/video, peripherals, etc. Perform problem escalation as required.
• Work closely with the procurement team on inventory management.
• Assist with support and management of our SaaS environment.
• Document your solutions, build how-to guides and maintain documentation.
• Note trending problems and work with IT leadership to seek out and fix root causes.
• Manage process improvement projects related to improving the end-user support experience

Essential:

• Service Desk experience in a regional role that includes ticket workflow and queue management.
• A solid sense of ownership, excellent customer service skills and a proactive mindset
• Must have outstanding customer service skills especially supporting remote users over chat, ticketing, video, or screen sharing solutions.
• Proven background in Mac and PC software and hardware troubleshooting
• Experience with Okta, Duo, Jira, Confluence, Slack, Google Apps, MS Office for Mac and PCs, or Zendesk is a plus.
• Project management experience is a plus.
• Experience with low- and no-code solutions (Zapier, Okta Workflows), or experience with scripting languages like Python, Bash, or Google Apps Script is a big plus.
• basic knowledge of audio/video troubleshooting and support.
• Ability to prioritize and address multiple tasks in a dynamic work environment.
• Excellent written and verbal communication skills.
• Ability to participate in a schedule that may include after-hours and weekend support

Click Apply now to be considered for the Service Desk Analyst - London role