Service Desk / Helpdesk Support Analyst

Service Desk / Helpdesk Support Analyst - Global Banking Client

My client, a leading global bank, is seeking a Service Desk / Helpdesk Support Analyst to join a dedicated team supporting a large and dynamic user base. This role involves providing technical assistance to over 20,000 users across 25,000+ desktops, as well as laptops, BlackBerry devices, and BYOD platforms.

The Service Desk operates 24/7, and the position includes participation in a rotational shift pattern, which regularly features late shifts. Occasional weekend coverage may also be required to support key clients and ongoing service desk initiatives.

Key Responsibilities

• Deliver prompt and professional support via inbound calls to the Premium Client Service Centre.
• Resolve desktop-related issues remotely and over the phone, aiming for first-contact resolution.
• Collaborate within a high-performing service team to deliver tailored solutions that meet client needs and enhance service delivery.
• Identify and address recurring issues by working with other teams and leveraging data from Problem Management Systems to implement long-term fixes.

Skills & Experience

• Proven experience in desktop support, ideally within a large-scale enterprise environment.
• Familiarity with Active Directory and related technologies.
• Strong organizational skills and the ability to thrive in a fast-paced, high-pressure setting.
• Outstanding customer service skills, with the confidence to engage effectively with senior stakeholders and represent the Technology team professionally.

If this opportunity aligns with your experience and career goals, please apply with your updated CV.