Service Desk Analyst Join to apply for the Service Desk Analyst role at GLORY4 days ago Be among the first 25 applicantsGet AI-powered advice on this job and more exclusive features.Description In this role, the Service Desk Analyst is the first line of support for Glory and the orchestrator for the rest of IS. To succeed in this position, a good technical mindset is needed, together with excellent customer service skills and a lot of patience. Being on the front line involves exposure to senior individuals across the organisation, meaning that the Service Desk Analyst must always present themselves appropriately, demonstrating a high level of professionalism.Department:IS - Service DeliveryLocation:Portugal/Torres VedrasKey ResponsibilitiesIncident and Service Request logging, prioritization and assignmentManaging the Service Desk number while on shiftAdopt FTF (First Time Fix) protocol for all incidents within SLA (where possible)Accurate escalation of incidents/requests to other IS teams when unable to resolve at first lineAccurately capturing required details to log ticketsReporting of statistics as requiredFulfilling joiners, movers, leavers and any other requests in accordance with regulatory complianceQualificationsDegree qualified (preferred) or similar level of higher educationGood understanding of enterprise technologiesCompetent with Microsoft Office applicationsExperience working in a team on a 24x7 shift basisExperience working for a medium-sized enterprise businessExperience working in the manufacturing industry and appropriate knowledge of related business applicationsExcellent Customer Service skillsStrong foundation and / or passion for computing and ITFirst class attention to detailExceptional analytical skills and troubleshooting abilities; commitment to provide exceptional supportAble to thrive under pressureStrong communication skills in English, Portuguese and German.Self-driven with a passion for the field and a thirst for personal developmentTeam player who works well in a busy team; quick to learn and able to deal with a wide range of issues.Must be able to participate in the team rotaSeniority LevelEntry levelEmployment TypeFull-timeJob FunctionInformation TechnologyIndustriesIT Services and IT Consulting#J-18808-Ljbffr