Service Desk Analyst
1 semana atrás
We're Hitachi Digital Services, a global digital solutions and transformation business with a bold vision of our world's potential. We're people-centric and here to power good. Every day, we future-proof urban spaces, conserve natural resources, protect rainforests, and save lives. This is a world where innovation, technology, and deep expertise come together to take our company and customers from what's now to what's next. We make it happen through the power of acceleration.
Imagine the sheer breadth of talent it takes to bring a better tomorrow closer to today. We don't expect you to 'fit' every requirement - your life experience, character, perspective, and passion for achieving great things in the world are equally as important to us.
The Role
Responsibilities
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Responding to requests from the global customer base as "first line support" in the logging and triage of new Incidents, Problems, Change Requests and Service Requests, ensuring that accurate information is captured and documented within the ticket
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Fulfilling basic Service Requests on internal and customer systems
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Liaising with vendors and 3rd party providers to provide end-to-end support for the customer
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Responding to proactive monitoring alerts and escalating related Incidents to appropriate analysts, maximizing customer system performance and availability
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Monitoring active Service Level Agreement (SLA) and Key performance Indicator (KPI) measurements to proactively maintain appropriate metrics, ensuring that event triggers and notifications are escalated to the designated team and managers
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Assisting in the documentation, testing and implementation of ITIL service processes. Maintaining the out-of-hours support on-call rotes and telephone system set-up
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Acting as a point of contact and responding to queries from Service Managers and Delivery Leads in relation to process and systems usage
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Contributing to department goals and objectives and team effort by accomplishing related results as needed and assigned by the Service Desk Manager.
What you'll bring
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Strong skills in customer service, relationship building and communication
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Customer focused and commitment to continuous improvement
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Experience in a Service Desk environment
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Good analytical approach to tasks
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Experience with Microsoft Office and SharePoint Services
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Prior experience of using IT Service Management ticketing systems
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Basic ITIL knowledge or experience
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English Level:
Proficient
Championing diversity, equity, and inclusion
How we look after you
We help take care of your today and tomorrow with industry-leading benefits, support, and services that look after your holistic health and wellbeing. We're also champions of life balance and offer flexible arrangements that work for you (role and location dependent). We're always looking for new ways of working that bring out our best, which leads to unexpected ideas. So here, you'll experience a sense of belonging, and discover autonomy, freedom, and ownership as you work alongside talented people you enjoy sharing knowledge with.
About us
We're a global, team of innovators. Together, we harness engineering excellence and passion to co-create meaningful solutions to complex challenges. We turn organizations into data-driven leaders that can make a positive impact on their industries and society. If you believe that innovation can bring a better tomorrow closer to today, this is the place for you.
**We're proud to say we're an equal opportunity employer and welcome all applicants for employment without attention to race, colour, religion, sex, sexual orientation, gender identity, national origin, veteran, age, disability status or any other protected characteristic. Should you need reasonable accommodations during the recruitment process, please let us know so that we can do our best to set you up for success.
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