Vulnerability Analyst

Job Description

Service Desk Analyst is primarily responsible for providing technical support to our business users and stakeholders in a professional, timely and courteous manner so that end users can accomplish their business tasks. This includes receiving, prioritizing, documenting, and actively resolving and fulfilling end user incidents and requests. Schedule workload in accordance with SLAs and ensure timely escalation of issues that affect business continuity.

Provide professional and timely communication to end users when calls exceed SLA or when calls are to be resolved by support groups, appraising users of delays and difficulties in resolving calls and assisting in determining alternate courses of action. Ensure that the Service Desk performance targets are met or exceeded and assist with the diagnosis and resolution of Service Desk related incidents and problems.

• Act as a single point of contact for phone calls, chats and emails from staff regarding IT Issues and queries
• Answering and responding to all phone calls in a friendly effective manner (working towards SLA)
• Accurately record and prioritize Incidents and Service Requests against SLAs and resolution targets
• Incident management and service request fulfillment
• Own and progress call queues (own queue & teams’ queue) and support tasks, ensuring timely resolution within SLA
• Resolve escalated calls from the business
• Resolve 90% of first‑time fix incidents
• Monitoring of IT Service Desk unassigned Service Now queues and IT Service Desk mailboxes.
• Provide 1st/2nd line support with Windows 10, MS Office Apps, Network, VPN, System Slowness, Zscaler, Active Directory, Office
  365, Intune.
• Resolving users’ issues or escalating to support teams where necessary
• Extensive experience with Service Now and should have good knowledge of Incidents, Requests, Dashboards and Reporting with basic understanding of Problem & Change.
• Proactive to get involved with a range of IT project work and look for ways to drive continuous service improvement.
• To participate on a shift rota between 07:00am and 06:00pm UK time - Monday to Friday
• Promote teamwork and knowledge sharing
• Create, maintain and review knowledge articles shared with all IT support teams.
• Previous IT experience working on an ITIL aligned Service Desk
• Proven customer service experience with excellent written and verbal communication skills
• Strong problem‑solving and analytical skills with the ability to extract relevant information quickly and effectively
• Experience of working in a fast‑paced office environment with the ability to work under pressure and manage multiple tasks at a time

• Bachelor’s degree in IT, Computer Science, Engineering or related field; or equivalent work experience.
• 2-4 years of experience in a Global IT Service Desk.
• Effective communication skills, both verbal and written with the ability to communicate with all levels within the organization.
• A technical background with a wide breadth of experience in IT infrastructure including desktop hardware, enterprise applications, storage, networks, and servers.
• Excellent communication skills & practices delivery of ITIL process training sessions.

• Knowledge and working experience of Best Practice concept ITIL/ITSM, certification will be add‑on.
• Good to have knowledge or experience in:
  Service now, Power BI

• Work at all levels of the organization, including executive presentations
• Quickly build strong relationships
• Approach a given problem in a consultative manner
• Work in a highly dynamic and unstructured environment
• Think strategically and translate to tactical actions for execution
• Quickly translate technology use to business value

We are a client‑centric, relationship‑based business. Working together, in‑person, is foundational to how we achieve results. By fostering a culture of face‑to‑face collaboration, idea sharing, productivity and personal connection, we deliver for our stakeholders — clients, advisors, employees and shareholders. Our employees work in the office at least three (3) days per week, with flexibility to work from home two (2) days per…