Maples Group is looking for a Service Desk Analyst to join our team in Leeds. In this role, you'll support the global support queue and provide phone assistance to our personnel, helping to facilitate business activities with minimal interruption. You'll report to the Senior Infrastructure Operations Manager.

What You'll Do

Provide support for incoming tickets to the Global Service Desk via telephone, web portal, email, and chat to ensure courteous, timely, and effective resolution.
Build rapport and elicit problem details from end users.
Ensure tickets are logged in ServiceNow, customers are kept updated, and issues are resolved within agreed service levels.
Prioritize incidents and service requests according to defined processes to meet SLAs.
Escalate incidents with accurate documentation to suitable teams when required.
Record, track, and document the service desk incident-solving process through to final resolution.
Use remote tools and diagnostic utilities such as Systrack and Citrix to aid in troubleshooting.
Research solutions through internal and external knowledgebases as needed.
Identify and learn appropriate software and hardware used and supported by the organization.
Test fixes to ensure an incident has been adequately resolved and confirm user satisfaction.
Ensure all IT activity is in line with Information Security policies and procedures.
Develop KBs and FAQ lists for end users.
Contribute to the Service Desk knowledgebase as needed.
Reinforce SLAs to manage end-user expectations.
Provide suggestions for continual improvement.

What We're Looking For

Proven experience in an IT service desk or technical support role.
Strong customer service skills with the ability to build rapport and communicate effectively.
Familiarity with IT service management principles and working within defined SLAs.
Excellent problem-solving and documentation skills.
Ability to prioritize tasks effectively, especially for VIP users and urgent tickets.
A conscientious and collaborative approach to teamwork.