Service Desk Analyst - Tier 1 (3702)

About GBG

GBG is the leading expert in global identity and location. In an increasingly digital world, GBG helps businesses grow by giving them the intelligence to make the best decisions about their customers when it matters most. 

Every second, our global data, agile technology, and expert teams, power over 20,000 of the world's best-known organizations to reach and trust their customers. 

Learn more at www.gbgplc.com and follow us on LinkedIn and X @gbgplc 

Why you should be@GBG

• We make the world a safer place
• We trust each other and win together
• We are local experts in a global business
• We want you to be yourself
• We grow when you grow

The Team

The role fits in the IT Support & Operations team within corporate IT, which is part of the global Technology function at GBG, working to ensure that GBG delivers a world-class experience for our team members globally.  IT Support & Operations team looks after all aspects of corporate IT including the support of our team members on the tools that they need daily to successfully carry out their roles.  We ensure that services are available for team members to utilize and that such services are the best option available to GBG in terms of quality, performance, and cost.  We strive for a timely response whilst providing the best customer experience we can.   

The role

Ensure that services are available for team members to utilize and that such services are the best option available to GBG in terms of quality, performance, and cost, all whilst delivering a positive and consistent experience.  

The Service Desk Analyst (Level 1) provides proactive operational support on team member tooling and internal products and services, delivering frontline customer service to GBG team members, and ensuring they remain productive.   

What you will do

You will:

• Customer Service: Provide best-in-class customer service to GBG team members, ensuring a positive and efficient support experience.
• 1st Line Technical Support: Deliver top-tier 1st line technical support and operations service to GBG team members, addressing technical issues promptly and effectively.
• New Starter Onboarding: Ensure a seamless IT onboarding experience for new starters at GBG by delivering all necessary IT services and support.
• On-Call Support: Provide voice on-call support to GBG team members outside of regular business hours (weekday 17:30-21:00; weekends 09:00-17:00).
• Knowledge Base Development: Continuously develop and maintain a comprehensive knowledge base to improve the rate of fixes and solutions provided to GBG team members.
• Incident and Problem Management: Consistently apply best practices in handling incident and problem requests, as well as operational tasks.
• Service Improvement: Actively review and enhance the delivery of IT services, identifying areas for improvement to increase service efficiency.
• SLA/OLA Compliance: Ensure that best practices are followed to meet or exceed Service Level Agreements (SLAs) and Operational Level Agreements (OLAs).
• ITSM Communication: Regularly communicate with the IT Service Management (ITSM) team, keeping them informed of potential problems and issues to ensure proactive management.

Requirements

• Demonstrated experience managing and maintaining Active Directory environments.
• Proven expertise in administering Microsoft Exchange and M365 platforms.
• Hands-on experience troubleshooting and resolving general PC issues in a desktop support environment.
• Strong experience with M365 applications, including troubleshooting and providing end-user support.
• In-depth knowledge and experience supporting Windows 10 and 11 operating systems.
• Practical experience with device management and security tools, including InTune and Jamf.
• Proficiency in troubleshooting and maintaining hardware such as PCs, printers, and peripherals.
• Experience supporting and managing file and print services.
• Expertise in administering and managing Group Policy Objects (GPOs) for system and user configuration.

Benefits

We have a vision to have the best and most engaged team members in the industry. People matter at GBG, they make us who we are. Every team member across all our locations makes a difference, everyone has something to contribute. Maybe you too could make a difference.

As part of our commitment to our team and flexible working approach, we have created a Work When and Where You Want Policy to give our team members choice and empowerment, and to support a balance in work and home life. Please ask your Talent Attraction Specialist for more information on this and our Family Friendly policy if you want to find out more!

Next steps

We have a vision to have the best and most engaged team members in the industry. People matter at GBG, they make us who we are. Every team member across all our locations makes a difference, everyone has something to contribute. Maybe you too could make a difference.

Click here to see more about what’s important to us, including our flexible working policy, our commitment to ESG, I&D and much more.

To chat to the Talent Attraction team and find out more about our benefits, drop an email to behired@gbgplc.com and we’ll be in touch!

Make life@GBG work for you.

Last updated on Aug 22, 2024