IT Service Desk Analyst

Joining Henley & Partners

As the leading global citizenship and residency advisory firm for over two decades, Henley & Partners helps clients navigate the complex landscape of investment migration and citizenship planning.

Why Choose Henley & Partners?

• Global Impact: Make a difference by helping individuals and families access new opportunities and secure a brighter future through alternative citizenship and residency options.
• Cutting-Edge Expertise: Join industry pioneers providing innovative solutions and exceptional service through an extensive international network.
• Dynamic Culture: Work in a multicultural and inclusive environment with over 40 offices worldwide, fostering collaboration and personal growth.
• Continuous Learning: Benefit from ongoing professional development, training programs, and industry conferences to enhance your skills.
• Impactful Projects: Engage in high-profile projects that shape the future of investment migration and global mobility.
• Work-Life Balance: Enjoy flexible working arrangements and benefits that support your well-being.

...but that's enough about us, let's talk about you!


The IT Service Desk Analyst will provide first line support to the users across our company, as the role involves handling technical queries from end-users, providing timely and efficient support, and escalating issues as required. The IT Support Analyst will ensure smooth day-to-day IT operations and contribute to the overall efficiency of the IT service delivery.

Responsibilities:

• First Point of Contact: Serve as the initial point of contact for users by answering queries via phone, chat, and email, providing timely and accurate information.
• Ticket Creation: Create and document support tickets on behalf of users, ensuring all relevant details are captured for efficient resolution.
• Escalation of Tickets: Effectively escalate tickets to second and third-level IT support when issues require advanced expertise or intervention.
• Follow-Up: Regularly follow up on open tickets to ensure they are being addressed in a timely manner and keep users informed of progress.
• Ticket Handling: Log, update, and manage incidents, service requests, and events in the ticketing system, ensuring compliance with Service Level Agreements (SLAs) and prioritizing issues accordingly.
• Problem Identification: Analyze user issues to identify patterns and root causes, contributing to long-term solutions and improvements.
• User Education: Provide guidance and training to users on how to utilize systems and software effectively to minimize issues.
• Feedback Collection: Gather customer feedback on services and support to identify areas for improvement and enhance user experiences.
• Documentation and Reporting: Maintain thorough documentation of troubleshooting processes and resolutions; generate reports on ticket trends and service performance.
• Collaboration: Work collaboratively with IT teams to ensure efficient resolution of escalated tickets and continuous improvement of IT processes.

Qualifications:

• Experience with ticketing systems or willingness to learn.
• 1 year of experience in a similar role. 
• A degree or diploma in information technology, computer science, or a related field may be preferred but not required.
• Excellent verbal and written communication skills to convey technical information to non-technical users clearly and concisely - English Professional proficiency is mandatory. 
• ITIL Proficiency may be preferred but not required.
• Technical acumen to assist end users with their technical issues.
• A strong focus on providing excellent customer service, being patient, empathetic, and responsive to user needs.
• Must be willing to work on On-Call Rotation.
• Ability to prioritize and escalate issues appropriately.
• Ability to prioritize tasks and manage time efficiently in a fast-paced environment to meet service level agreements (SLAs).
• Careful and meticulous approach to documenting issues and maintaining ticket records accurately.
• Ability to work well within a team.

Join our team and be part of an organization that values innovation, fosters collaboration, and believes in the potential of its employees. We offer competitive compensation, comprehensive benefits, and a dynamic work environment that encourages growth and personal development.

If you are seeking a challenging yet rewarding opportunity where your ideas can make a real impact, we invite you to apply today.

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