Service Desk Analyst
Job Description
- Experience using Service Desk Plus.
- Ability to identify trends or repeated requests to help improve request templates and automation.
- Support knowledge base creation and process documentation improvements.
- Manage service requests logged via the Service Request portal.
- Process requests in accordance with the request fulfilment process and SLAs.
- Fulfil standard service requests such as access provisioning, software installation and arrangement of hardware allocation.
- Follow documented workflows and obtain necessary approvals.
- Ensure all requests are updated regularly and closed appropriately within the ITSM system.
- Collaborate with internal IT teams to fulfil more complex or multi-step requests.
- Provide clear and timely communication to users throughout the request lifecycle.
- Adhere to IT policies, particularly around security, access management and compliance.
- 1-2 years of experience working in a Service Desk, IT Support or IT Operations environment.
- Strong customer service and communication skills, both written and verbal.
- Working knowledge of IT processes, especially Request Fulfilment.
- Familiar with Active Directory, Microsoft Azure Admin Portal, Office 365 administration and standard desktop support tools.
- Competitive salary
- Private Pension Plan fully paid by the company after probation
- Private medical insurance with Catastrophe cover fully paid by the company
- Employee recognition program and spot bonuses
Company Description
We help clients succeed by unlocking new value through expertise, trust and scale. We deliver solutions that solve complex challenges faced by asset managers, financial institutions, corporates, high net-worth individuals and family offices.
With a curious mindset, we ask the right questions to get to the right solution, faster. We collaborate to win together, sharing successes and shaping the future of our global business. Our culture of support and recognition provides the tools and opportunities for you to grow, while unlocking the most value for our clients and making your mark with Ocorian.
Expertise: We deliver specialist, tech-enabled solutions for our clients grounded on deep industry expertise.
Trust: We’re a trusted partner to over 8,000 clients globally. We are proud to have long-lasting partnerships with our clients.
Scale: With more than 1,500 colleagues, we operate across 20+ countries, our scale enables us to support our clients globally and locally, providing a seamless client experience across borders and service lines.
What’s In It For You
- Competitive salary
- Private Pension Plan fully paid by the company after probation
- Private medical insurance with Catastrophe cover fully paid by the company
- Employee recognition program and spot bonuses
Job Description
Purpose of the job
To ensure the effective and timely fulfilment of IT service requests raised by users, following agreed procedures and service levels. The Request Fulfilment Service Desk Analyst plays a key role in maintaining service by processing access, software and hardware requests efficiently, accurately and in line with organisational policies and ITIL standards.
This role requires participation in a shift pattern to provide coverage across core support hours.
Main responsibilities
- Manage service requests logged via the Service Request portal
- Process requests in accordance with the request fulfilment process and SLAs
- Fulfil standard service requests such as access provisioning, software installation and arrangement of hardware allocation
- Follow documented workflows and obtain necessary approvals before completing fulfilment tasks
- Ensure all requests are updated regularly and closed appropriately within the ITSM system
- Collaborate with internal IT teams to fulfil more complex or multi-step requests
- Provide clear and timely communication to users throughout the request lifecycle
- Identify trends or repeated requests to help improve request templates and automation
- Adhere to IT policies, particularly around security, access management and compliance.
- Support knowledge base creation and process documentation improvements.
Any other such duties that might be reasonably required for this role.
Qualifications
A Degree/ Diploma in IT related field
Knowledge, Skills and Experience
- 1 - 2 years of experience working in a Service Desk, IT Support or IT Operations environment
- Experience using ITSM tools, Service Desk Plus is an advantage
- Strong customer service and communication skills, both written and verbal
- Working knowledge of IT processes, especially Request Fulfilment
- Experience handling access requests, account provisioning and standard user support tasks
- Familiar with Active Directory, Microsoft Azure Admin Portal, Office 365 administration and standard desktop support tools
- Ability to manage multiple requests simultaneously while maintaining accuracy and professionalism.
- Ability to use initiative, work independently and as part of a global team in line with agreed procedures and processes.
- Excellent time management skills
- Strong organisational skills with a proven track record in a challenging support environments
- Willing to work UK/US hours on a rota basis (11:00 hrs - 19:30 hrs/ 17:00 hrs - 01:30 hrs)
Additional Information
All staff are expected to embody our three core values. These values underpin everything that we do and reflect the skills and behaviours we all need to be successful.
- We are AMBITIOUS - We think and act globally, seizing every opportunity to support our clients and staff - wherever in the world they may be.
- We are AGILE - Our independence from any financial institution gives us the flexibility and freedom to keep things simple, efficient and effective.
- We are COLLABORATIVE - We take the time to understand our clients' needs so that we can deliver personalised solutions every time.
