Service Desk Analyst Service Desk Analyst …

Schroders Investment Management
in Horsham, England, United Kingdom
Permanent, Full time
Last application, 21 Jul 21
Negotiable
Schroders Investment Management
in Horsham, England, United Kingdom
Permanent, Full time
Last application, 21 Jul 21
Negotiable
Schroders Investment Management
Who we're looking for We're looking for a Service Desk Analyst who gets a real buzz out of making technology work for people.

Who we're looking for

We're looking for a Service Desk Analyst who gets a real buzz out of making technology work for people.

We want someone who'll understand our internal customers' problems quickly (often when they've no clue themselves), fix them first time and leave people satisfied and reassured.

You'll be on the frontline - busy, hands-on, and can-do. Responding to anyone across Schroders, in any role and every level. Answering routine questions, tricky calls for help and everything in-between. And always looking for ways to improve our service.

About Schroders

We're a global investment manager. We help institutions, intermediaries and individuals around the world invest money to meet their goals, fulfil their ambitions, and prepare for the future.

We have around 5,000 people on six continents. And we've been around for over 200 years, but keep adapting as society and technology changes. What doesn't change is our commitment to helping our clients, and society, prosper.

The base

You'll be based at our Broadlands Business Campus near Horsham in West Sussex. It's home to our EMEA Operations and Technology Operations hub.

It has the same high standards and international reputation as our HQ in the City of London, without being in the city: a big, countryside campus (and no commute on the Tube) means life will feel a little different.

The team

We support our international offices by developing, rolling out and maintaining our systems and processes, using cutting-edge software and hardware. Our Broadlands Business Campus means there's a great working environment for the team. Our team has shifts, so you may be working early mornings, evenings and weekends.

What you'll do

  • Be the first point of contact for our internal customers - by answering their questions, listening to what's gone wrong for them, and improving their experience with technology.
  • Capture and share the right information about customers' problems in ServiceNow
  • Work together and share insights with others in the team, especially at shift changes
  • Work closely with the Operational Support and Operational Engineering Teams whenever you need their input on complex or high-risk problems
  • Own your customers' Incidents as if they were yours, always aim for service excellence - by frequent communication, setting expectations and working closely with other teams involved in problem-solving.
  • Prioritise and sort out your customers' problems according to our service level agreement
  • Help the team to keep improving its service, by sharing your suggestions for raising first-time fix rates, improving customer satisfaction and reducing risk
  • Keep up to date with changing security requirements
  • Uphold our standards, processes and policies

The knowledge, experience and qualifications you need

  • Any experience in excellent customer service no matter what industry
  • Good with Microsoft-based operating systems, especially Windows 10
  • Experience of the Microsoft 365 suite, including creating and administering accounts
  • Experience of security tooling, beyond anti-virus protection
  • Knowledge, experience or a qualification in the ITIL Framework
  • Experience of processes to keep improving service

The knowledge, experience and qualifications that will help

  • Experience as a service desk analyst
  • Experience of understanding customers, managing incidents and meeting business expectations
  • Certification as a Microsoft Certified Professional (MCP) or equivalent
  • A degree-level qualification in a computing or technical discipline

What you'll be like

  • Great at unpicking people's technical problems and fixing them
  • A really good communicator - great at listening, being clear and giving reassurance
  • Good at persuading, influencing and negotiating
  • Self-motivated and enthusiastic
  • Good at working in a team, and with other teams
  • A real attention to detail
  • Able to work under pressure and with tight deadlines
  • Flexible and willing to learn - how we work in this new hub will evolve, so you'll need to adapt

We're looking for the best, whoever they are

Schroders is an equal opportunities employer. You're welcome here whatever your socio-economic background, race, sex, gender identity, sexual orientation, religious belief, age or disability.

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