Global IT Service Operations Analyst

As a Global IT Service Desk Analyst, you will act as the ‘first contact’ for end-users, raising service requests or operational escalations or reporting incidents. You will also be responsible for managing the on-boarding/off-boarding of all new users across all Lucy Group companies .

Your responsibilities:

Ensure all assigned incidents, requests and queries are progressed within agreed service levels.

Escalate urgent Service Requests or Incident raised by critical resources.

Escalate cases that have not been resolved within the established turnaround times.

Administer core M365 services like Exchange, SharePoint, Microsoft Team and OneDrive for Business.

Create, manage user accounts, groups and licenses.

Manage role-based access and permissions.

Troubleshoot issues related to email, collaboration tools, and access.

Develop existing processes and procedures to troubleshoot and create articles for known issues and share knowledge with colleagues.

Adhere to ITIL Service Management (ITSM) best practice and techniques whilst following Service Desk policies, procedures, and guidelines

Work with other team members to continually improve all aspects of IT services that deliver value and enhanced the end-user experience.

Monitor Logic Monitor incidents and alerts and escalate then if there is any critical issue observed.

Continue to improve in all applicable technology areas to ensure you have appropriate knowledge and skills necessary to complete all assigned tasks

Provide enhanced and expedited support to VIP and critical business users

Proactively seek out opportunities for continual improvement. Own and progress these opportunities ensuring maximum value is achieved.

Continue to challenge yourself and improve in all applicable technology areas to ensure you have appropriate knowledge and skills necessary to complete all assigned tasks and support the broader team.