Service Desk Analyst
London Stock Exchange Group
Bucharest
4 zile în urmă

Service Desk Analyst

  • Bucharest, Romania
  • Service Desk Analyst

    The Service Desk provides a single point of contact for reporting and managing incidents, problems and requests between customers, IT services and third-party support organisations.

    It is responsible for running the Incident Management process to high standards, operating on the principle that customer satisfaction and perception is critical to success.

    The Service Desk Analyst is expected to contribute to the effective operation of the Incident Management process by accepting ownership of service requests for support and ensuring they are resolved to the customer’s satisfaction within agreed service levels, promoting confidence that customer’s requests are not forgotten.

    Key Responsibilities

  • Accept requests for support by telephone, email and the Remedy call management system.Performing basic first line investigation and diagnosis of incidents reported prior to referral;
  • application of a first time fix if possible.Recording every request for support into the Remedy call management system, ensuring these records meet published support and Incident Management guidelines.

    Assess the impact of each request and take appropriate action.Assign requests to appropriate internal or third-party support groupsProactively monitor the progress of each request and escalate where required.

    Inform customers of the status and progress of their requests regularlyEnsure incident records are updated regularly with events and action plansEnsure customers are satisfied before resolving their requestsCommunicate planned and unplanned service disruptions to the organisationFacilitate the transfer of information between first line and other support groupsEnsure that co-ordination and communication between the Service Desk and the technical support teams are being maintained in system critical situationsMaintain the Service Desk solution documentation and knowledge basesAssist in the publication of customer self-help materialAssist in the identification of ProblemsEvaluate standards and processes that the support team is involved with and highlight any areas of improvementUndertake any other duties as may be required by LSEG management on an ad-hoc basisWorking knowledge of the ITIL / ITSM methodologiesGood understanding of Microsoft Windows core technologies is essential.

    An understanding of Microsoft Citrix would be beneficialKnowledge of RAS technologies, including the support of laptops

    Key Behaviours

    Customer ServicesThe role requires frequent, regular contact with internal members of LSEG, across a broad spectrum of departments and levels.

    Frequent contact with Clearing Members.An ability to focus on the needs of the customer, in order to understand their service requirements, is key to this role.

    DeliveryThe Service Desk acts as the principle point of contact for all IT support issues within LSEG.As such, delivery of this role comprises the successful instigation of the Incident Management process, the facilitation of information and the return to normal service of IT technology.

    QualityAccuracy of works conducted is critical and analytical attention to detail mandatory for this post.Decision MakingIn line with standard service management practice, and with the procedures that we have in place at LSEG, decisions will need to be made on an on-going basis regarding specific issues.

    CommunicationDeliver helpful, accurate and professional service to all customers and team members. Must be an excellent communicator.

    TeamworkWill need to work closely with other members of the Service Desk to ensure the delivery of a premium service. Excellent interpersonal communication coupled with an approachable and flexible attitude.

    We are looking for intellectually curious people, interested in the bigger picture of how technology industry is evolving, ready to ask difficult questions and deal with complicated scenarios.

    If you are a forward thinker and problem solver, this is the place to be as we will be supporting you to fast forward your career.

    We maximise each employee’s potential through personal development and through a wide range of learning tools both formal and informal.

    We believe in remunerating our people with competitive salaries and a range of attractive benefits such as :

    Pillar 3 Supplemental Pension25 days’ holiday a yearPrivate medical insuranceGroup life insurance policyMeal vouchers

    People are at the heart of what we do and drive the success of our business. Our colleagues thrive personally and professionally through our shared values of Integrity, Partnership, Innovation and Excellence, which are at the core of our culture.

    We embrace diversity and actively seek to attract people with unique backgrounds and perspectives. We are always looking at ways to become more agile, so we meet the needs of our teams and customers.

    We believe that an inclusive collaborative workplace is pivotal to our success and supports the potential and growth of all colleagues at LSEG.

    People are at the heart of what we do and drive the success of our business. Our colleagues thrive personally and professionally through our shared values of Integrity, Partnership, Innovation and Excellence are at the core of our culture.

    We embrace diversity and actively seek to attract people with unique backgrounds and perspectives. We are always looking at ways to become more agile so we meet the needs of our teams and customers.

    We believe that an inclusive collaborative workplace is pivotal to our success and supports the potential and growth of all colleagues at LSEG.

    A career with London Stock Exchange Group offers you the opportunity to be at the centre of the financial community. As well as competitive salaries and a range of attractive benefits, we maximise each employee’s potential through personal development plans, training, coaching and mentoring.

    Please take a moment to read this privacy notice carefully, as it describes what personal information the London Stock Exchange Group ( We ) may hold about you, what it’s used for, and how it’s obtained.

    If you would like this information to be removed from the London Stock Exchange Group HR database, please contact workday lseg.

    com.If you choose to have your information removed, you will be removed as a candidate and we will not be able to progress your application for opportunities at the London Stock Exchange Group.

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