Service Desk

**ROLE TITLE**:Service Desk & NOC Analyst (night shift)

**REPORTING TO**:Service Desk Team Leader

**LOCATION**:Torres Vedras, Portugal

**COMPANY OVERVIEW**

As a global leader in cash technology solutions, we provide the financial, retail, cash centre and gaming industries with confidence that their cash is protected and always working to help build a stronger business.

Our cash automation technologies and process engineering services help businesses in more than 100 countries optimise the handling, movement, and management of cash. While we span the globe, we personally engage with each customer to address their unique challenges and goals — enhancing staff efficiency, reducing operating costs and enabling a more rewarding customer experience.

We offer peace of mind. We enable transformation. We generate options. We empower people. We do all this by releasing companies from the burden of cash management, putting cash to work, and helping customers enhance the value that their staff and facilities add to their business.

We pride ourselves on customer focus, solution quality and our great team. We are growing and diversifying and are looking for talented people who are passionate about what they do and want to contribute to the next phase in our company’s success.

**ROLE PURPOSE**

The Service Desk Analyst is the first line of support for Glory and the service orchestrator for the rest of IS. To fulfil this position, one must have a good technical mindset, excellent customer service skills and a degree of patience. Being on the front line will involve a lot of exposure to senior individuals across the organisation, meaning that the Service Desk Analyst must always present themselves appropriately, demonstrating a high level of professionalism.

Additionally, the NOC (Network Operations Centre) agent ensures an active monitoring of the GGS Global network and react upon network issues/failures.

**MAIN RESPONSIBILITIES**
- Incident and Service Request logging, prioritisation and assignment
- Managing the Service Desk numbers, when on shift, at all times
- FTF (First Time Fix) of as many Incidents as possible, within SLA
- Accurate assignment of Incidents and Requests to other IS teams when unable to be resolve at first line
- Accurately capturing required details to log tickets
- Reporting on statistics as required
- Fulfilling the joiners, movers and leavers requests in accordance with regulatory compliance
- Network Monitoring
- Incident Response

**EXPERIENCE AND QUALIFICATIONS**
- ITIL Foundation preferred but not required
- Qualified to degree level preferred but not necessary
- Experience working in a team on a 24x7 shift basis
- Experience working for a medium-sized enterprise business
- Good understanding of enterprise technologies
- Work well in a busy team, being quick to learn and able to deal with a wide range of issues

**REQUIRED SKILLS AND COMPETENCIES**
- Excellent Customer Service skills
- Strong foundation and / or passion for computing and IT
- Spanish and English fluency
- Good attention to detail, analytical skills and troubleshooting abilities
- Ability to work under high pressure
- Willing to work on a 24x7 rota (with appropriate remuneration)
- Fluent in English and Portuguese, as well as, at least, one of the following languages:

- French
- Spanish
- German
- Self-driven with a passion for the field and a thirst for personal development
- Understanding of network monitoring concepts and management tools
- Able to collate and interpret data from various sources
- Ability to assess faults, prioritise, respond and escalate accordingly
- Capable of multi-tasking, good time management and prioritisation of workload
- Clear communicator (both written and verbal)
- Good network diagnostic skills
- Strong analytical skills and able to collate and interpret data from various sources

**GLORY SPIRITS**
The Glory Spirits & Behaviours reflect the values and behaviours that are critical to the ongoing success of Glory and as such represent the foundations of our behaviour globally to lead us to realise our mission:
**Value Creation** - strive to create value for customers
**Self-Starter** - understand the objectives of your own work and are proactive in achieving goals
**Collaboration** - respect diversity and create a culture of collaboration to work with each other to achieve a common goal
**Integrity -** understand Glory’s mission and act with responsibility and pride to realise achievement and act and behave with high integrity and a strong sense of ethics
**Own Growth** - leverage our own talent and achieve personal development by adopting a broader perspective; looking beyond our own work.

**Equal Opportunities**

Glory believes in equal opportunity for all qualified persons and will not discriminate against any applicant for employment because of race, colour, religion, marital status, national origin, gender, age, disability, veteran status, or any other status protected by l