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<span>Senior Service Desk Analyst</span>

Senior Service Desk Analyst

Information Technology Ebène, Mauritius Full-time
Company Description

Fund services | Corporate | Capital markets | Private client | Regulatory & Compliance

We help clients succeed by unlocking new value through expertise, trust and scale. We deliver solutions that solve complex challenges faced by asset managers, financial institutions, corporates, high net-worth individuals and family offices.

With a curious mindset, we ask the right questions to get to the right solution, faster. We collaborate to win together, sharing successes and shaping the future of our global business. Our culture of support and recognition provides the tools and opportunities for you to grow, while unlocking the most value for our clients and making your mark with Ocorian.

Expertise: We deliver specialist, tech-enabled solutions for our clients grounded on deep industry expertise.

Trust: We’re a trusted partner to over 8,000 clients globally. We are proud to have long-lasting partnerships with our clients.

Scale: With more than 1,500 colleagues, we operate across 20+ countries, our scale enables us to support our clients globally and locally, providing a seamless client experience across borders and service lines.

Job Description

The IT Service Desk is the central point of contact for all IT related incidents and service requests for Ocorian Group. The Service Desk Analyst will provide first line technical support for all Ocorian users ensuring Incidents and Service Requests are logged, responded, and resolved in line with ITIL Standards.

Service Desk Analysts in Ocorian must consistently provide first class customer service while working in a dynamic, fast paced environment.

Main Responsibilities

  • Provide 1st and 2nd line support via phone, e-mail, walk-ups, and deskside support
  • Record all Incidents and Requests in the ITSM Platform ensuring correct categorisation is applied
  • Carry out and document troubleshooting on all incidents before escalating to Technical Team
  • Keep Incidents / Service Requests up to date ensuring SLA is maintained and users are consistently updated on progress
  • Handover open Incidents and Service Requests to peers before leave of absence
  • Assign the incidents and requests that cannot be resolved 1st / 2nd line to the appropriate teams with detailed handover notes
  • Manage all new staff onboarding / off boarding including the provision of IT equipment, account set up, engagement with other IT Teams to ensure a smooth operation
  • Frequently auditing stock levels of end user IT hardware and peripherals, ensuring replacements are ordered when required
  • Maintain the asset register within the ITSM Platform for end user equipment
  • Ensure all calls are responded to in a timely manner and within agreed SLAs
  • Logging faults with 3rd Party Suppliers and ensuring consistent follow up for updates
  • Share knowledge with peers and coach more junior members of the Service Desk Team
  • Creation of new Knowledge Base Articles and update existing articles to ensure accuracy
  • Creation of Change Requests and Problems when require
  • Pro-actively engage with users in your site to build relationships and ensure their IT is working as expected
  • Notify Technical Teams of any issues having major impact on users (via the appropriate channels
  • Provide guidance to other team members as required
  • Take ownership of sending comms to users in the event of a service outage as required
  • Develop a detailed understanding of the Group and departments that are supported
  • Build and maintain good relationships with the Service Desk Analysts globally
  • Establish and maintain regular communications with the global IT Team, management and end users regarding IT activities and issues.
  • Act as the IT Representative to the local office
  • Participate in ISO Audits / maintaining ISO Standards as required, including creating reports and providing evidence
  • Ensure systems and documentation is maintained in line with ISO standards
  • Any other such duties that might be reasonably required for this role

#L1-VK1

Qualifications Required
  • 3+ years’ experience working as a 1st or 2nd line Service Desk Analyst, or in an IT Environment
  • Mid to advanced level understanding of the following systems is essential:
  1. Citrix Administration
  2. Office365
  3. Document Management Systems
  4. ITSM Ticketing platforms (SD+ is an advantage)
  5. IP Telephony / Teams Telephony
  6. Active Directory Administration
  7. Exchange Administration
  8. Microsoft Teams Room
  9. Intune
  • Advanced experience of troubleshooting hardware and Software (both remotely and locally)
  • Confidence to talk users through troubleshooting steps over the phone.
  • Advanced understanding and technical knowledge of current PC operating systems and applications
  • Strong organisational skills with a proven track record in a challenging support environment
  • Demonstrates clear verbal communication, politeness, respect, and consideration for others
  • An enthusiasm and passion for IT support
  • Ability to demonstrate soft skills for excellent customer service
  • Self-management of workload with the ability to effectively prioritise and execute tasks in a high-pressure environment
  • Ability to use initiative, work independently and as part of a global team in line with agreed procedures and processes
  • Can identify and solve problems through the application of previously gained knowledge and experience without defined procedures to follow
  • Understanding of Security and the role that plays in today’s climate within IT and business
  • Excellent time management skill
  • Strong commitment to excellent customer service
  • Experience sharing knowledge with peers
  • Experience coaching more junior members of the team
  • Excellent Team collaboration
  • Willingness to learn and continually develop
  • A willingness to support the future growth and success of the Group
  • Experience working in an ITIL environment is an advantage
Additional Information

All staff are expected to embody our core values that underpin everything that we do and that reflect the skills and behaviours we all need to be successful.  These are:

 

  • We are CLIENT CENTRIC – Clients are at the centre of our world, and we’re committed to providing expertise and specialist solutions to meet their most complex challenges.
  • We are AMBITIOUS – We aim high. We think and act globally, seizing every opportunity to delight our clients and support our colleagues - wherever in the world they may be.
  • We are AGILE – We act on our initiative to get things done for our clients. Our independence gives us the flexibility and freedom to keep things simple, efficient and effective.
  • We are COLLABORATIVE – With a curious mindset, we ask the right questions to get to the right solution, for our clients faster. We collaborate to win together and share our successes.
  • We are ETHICAL – We behave with integrity at all times and assume positive intent, building trust through responsible actions and honest relationships.