Service Desk Analyst

Job Description

Job DescriptionGroup OverviewThe TP ICAP Group is a world leading provider of market infrastructure. Our purpose is to provide clients with access to global financial and commodities markets, improving price discovery, liquidity, and distribution of data, through responsible and innovative solutions. Through our people and technology, we connect clients to superior liquidity and data solutions. The Group is home to a stable of premium brands. Collectively, TP ICAP is the largest interdealer broker in the world by revenue, the number one Energy & Commodities broker in the world, the worlds leading provider of OTC data, and an award winning all-to-alltrading platform. The Group operates from more than 60 offices in 27 countries. We are 5,300 people strong. We work as one to achieve our vision of being the worlds most trusted, innovative, liquidity and data solutions specialist. Role OverviewThe primary responsibility of the Service Desk Analyst is to ensure concise and accurate logging, troubleshooting and management of all IT, Network & Telephony Incidents and Service Requests. Role Responsibilities

• Provide appropriate technical support to resolve/log IT related Incidents and Service Requests on first contact where appropriate using the Service Now IT Service Management portal.
• Provide accurate answers that can be understood by Business users. Ensure that Incidents and Service Requests have been dealt with to the Business users satisfaction
• Work with suppliers and internal IT departments to provide Business users with status updates as defined in the Service Level Agreement (SLA).
• Have knowledge and understanding of the contents of the SLA and the Service Desks processes and procedures. Document, maintain, use and share appropriate product and services knowledge and learn about new products and services as required.
• Have a clear understanding of the escalation and Major Incident processes. Actively work with appropriate teams to pre-empt service issues and minimise the impact of service issues to Business users.
• Be aware of the IT organisations strategic aims, policies, processes and procedures so that the users receive consistent messages.
• To keep up-to-date with developments within the organisation that may have an impact on the user experience.

Experience / Competences: Knowledge

• General knowledge of Desktop, Networking, Server, Voice & Communications Infrastructure.
• Windows 10/11 Operating systems
• Microsoft Exchange, Intune, Office 365, PowerShell and Active Directory
• Amazon Workspaces and Amazon Technology
• Okta or similar MFA Technology
• Intermediate to advanced knowledge of Microsoft Office (Word, Excel, PowerPoint, Outlook)
• Knowledge of common applications and hardware.
• Relevant industry certifications may include Microsoft MCP, MCSA or individual Microsoft specialist training such as Excel, Word, PowerPoint, Outlook or ITSM products

Experience / CompetencesEssential

• University degree or Diploma in the field of Computer Science and /or solid experience in a Service Desk / Help Desk role.
• Experience in a Customer Services environment, preferably within Investment Banking organisation
• Good experience of using best practice IT Service Management tools to log and manage user calls and provide first time resolution where practical. Experience of Service Now is preferred.

Desired

• Professional Qualifications: ITIL v3/v4 foundation, Service Desk Institute SDA or equivalent ITSM qualification.

Special Job Requirements:

• Shift rota basis
• Occasional Bank holiday working requirement

Competencies:

• Customer Service - Strives for high levels of customer satisfaction. Going out of our way to be helpful and pleasant to our customers.

• Efficiency - Plans ahead, manages time efficiently, is punctual, is cost conscious and is constantly thinking of better ways to do things. Be able to work in a fast paced environment.
• Quality Of Work - Pays attention to detail, checks own work for accuracy and quality and takes personal responsibility for achieving quality standards. Sets goals and targets for self which improve upon previous performance and constantly striveto exceed existing quality and service standards.
• Teamwork - Works sensitively with others and shares openly information and knowledge with the appropriate people at the right time. Encourages a co-operative team approach to handle workloads and overcome difficulties and maintains continuous dialoguewith unit members as appropriate.

Client Focused

• Personable and engaging
• Communicates effectively and efficiently to internal and external stakeholders
• Build relationships and networks with both internally and externally wherever possible
• Demonstrates strong customer focus
• Demonstrates ability to work effectively with others
• Constructively handles disagreements to reach a resolution
• Ability to work with diverse groups/ personalities

Innovative

• Open to innovative ideas/ experiences and ability to create new ideas, approaches or insights
• Seeks opportunities for improvements
• Handles situations and problems with innovation and creativity

Dynamic & Competitive

• Demonstrates high levels of energy in seeking out and achieving new goals
• Goes that extra mile
• Is a self-starter
• Shows evidence of being comfortable working in fast paced or pressured environments
• Enjoys a challenge and is able to escalate
• Does not give up easily

Open & Communicative

• Adapts communication style to suit audience
• Projects personal credibility
• Interacts confidently without being overbearing
• Ability to work effectively in a high pressure environment
• Keeps emotions under control in difficult situations
• Handles criticism constructively

Professional Integrity

• Able to demonstrate Authenticity, Adaptability, and Accountability
• Promotes loyalty to TP ICAP and its principles
• Works ethically and shows respect for both professional and company values

Effective

• Excellent attention to detail, highly organised with a proactive approach
• Strong analytical ability and problem solving skills

Not The Perfect FitConcerned that you may not meet the criteria precise