Service Desk Analyst

What it's about

As a Service Desk Analyst, you will act as the point of guidance, direction and escalation for the team and our employees and external collaborators worldwide. You will be part of our global IT team within a dynamic and high-performing organization.

Your main responsibilities include:

Day to day ticket management (ServiceNow) providing timely and consistent support acknowledging and recording all issues and requests accordingly

Providing best-in-class customer service with desk-side IT support and remote channels such as chat, phone, email or remote access tools

Adeptly take ownership of tasks with high-quality and contribute to timely delivery of projects and initiatives

Ensuring new hires achieve a perfect start with a structured IT onboarding and a high-touch onboarding experience (desk setup, mobile device enrolment and VPN first steps)

On-Site support for employees, VIP guests and PG staff visiting London office

Providing innovative ideas and value-added solutions in addition to a swift and effective handling of complex issues raised by our employees

Collaborate promoting best IT security practices according to our policies and guidelines

Proactive checks of meeting rooms to ensure the IT technology is always ready for use

Knowledge sharing with colleagues across the company and proactively contributing to team and department meetings

Supporting internal and external events and meetings with AV setup, video-conferencing and live streaming technologies

Troubleshooting of connectivity issues for local (Wi-Fi and wired networks) and remote networks (VPN and VM Ware)

Support to Office Management with IT setup for desk moves and event spaces when required

What we expect

At least 3 years of experience in a Service Desk / Technical Support role, experience within the financial industry and/or within a global team is a plus

Excellent knowledge of Windows 10 and experience in using the following solutions: Active Directory, Azure, Intune, O365 / OneDrive, ServiceNow, SCCM

Experience in remote support, corporate video conferencing (Cisco, MS-Teams, Zoom), AV support and corporate events setup

A strong commitment to customer service and to build & maintain relationships with stakeholders at all the levels of the company including senior management, executive or VIP level

You to work well in a fast-moving environment and keep up with the daily needs of the business through effective time management and prioritization

You are a strong critical thinker and problem solver with a passion for delivering results

You possess excellent communication skills with the demonstrated capabilities to develop strong relationships and strategically manage and influence senior stakeholders at all levels

You take pride in your work and strive to support your teammates and our users with that work

You have a passion for the Information Technology field and helping people

Confidentiality

What we offer

Partners Group is a global financial institution that retains the culture, pace and agility of a start-up. As a growing firm, we are committed to attracting, developing and retaining the very best talent, by offering a workplace where results are truly recognized and rewarded.

We offer a fantastic opportunity for you to grow:

Professional, international working environment

Challenging, rewarding career within a growing company

Collaborative environment, with on-the-job training and mentorship opportunities

Competitive compensation package, including performance based annual bonus

Lunch allowance

25 vacation days

One-month fully paid sabbatical after every five years of employment

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