Service Desk Analyst

HOW YOU WILL MAKE A DIFFERENCE

About you:

Do you want to spend your working time making a difference in the world around you? Are you motivated by impactful work? Do you have a passion for hands on trouble shooting, and supporting  global stakeholders within a collaborative environment? If so, then a career with STERIS in our IT Service Desk Team could be a great fit for you.

About Us:

At STERIS we are a leading global provider of products and services that support patient care with an emphasis on infection prevention. Our mission is to help our customers create a healthier and safer world. Working at STERIS, you GROW, LEARN and MAKE A DIFFERENCE.

We are currently recruiting for a Service Desk Analyst vacancy. The Service Desk Analyst is a key member of the IT Service Desk Team, primarily focused on fulfilling Service Requests from the internal customer across the global organization. The Role must deliver exceptional customer service by processing, coordinating and managing service requests to resolve them efficiently and effectively.

WHAT YOU WILL DO

The Service Requests include but are not limited to User Access Management, Software Licensing & Deployment, and other IT support-related activities. The Service Desk Analyst will provide auxiliary support to the Service Desk Specialist Team and will be on hand to support this team with Incidents and Customer Interactions, via phone, email, chat and in person. The individual must closely coordinate with the other Global Service Desk Team members and the Information Technology teams. Will also need to create, and maintain knowledge base articles. This person must exhibit a professional attitude, organized work practices, the ability to “find the answer”, work on initiative and provide a full end-to-end service delivery function to our staff.

Duties - cont'd

End User Support & Administration – 90%

• Fulfil Service Requests in a timely and efficient manner, ensuring all requests are accurately logged, categorized, prioritised and resolved.
• Experienced in the creation and administration of computer accounts, and business application accounts.
• Handling User Access Management including the creation, modification and deactivation of accounts in line with corporate procedures
• Provide support for the Service Desk Team, by assisting as required with incident resolution, particularly during periods of high demand.
• Maintaining detailed and accurate records of all service requests and incidents using the ITSM System.
• Collaborate with other IT Teams to ensure requests are addressed, escalated and resolved according to set metrics.
• Ensure timely escalation and work with the Service Management Team to ensure critical issues and requests are prioritised/resolved.
• Communicate effectively with customers to provide updates on the status of the service requests.
• Contribute to the development and maintenance of Knowledge base articles and documentation to improve first contact resolution rates and self-service.
• Identify opportunities for process improvements and enhance service delivery and efficiency.
• Uses appropriate problem recognition, research, isolation and resolution steps.
• Provides support for all STERIS users regardless of location.

Duties cont.

Education Degree

Required Experience

• A two-year degree in Information Technology or an equivalent vocational field is preferred.
• ITIL Service Foundation preferred
• Any Microsoft Azure or AWS certification advantageous
• Experienced with ITSM/ITIL Aligned ITSM ticketing systems
• The requirement to travel to different company sites may be necessary
• At least two years of “hands-on” experience in an IT technical support position
• Experience working, triaging, escalating, and managing tickets in a global support operation
• Relevant IT qualifications (e.g. CompTIA, ITSM/ITIL, etc) are desirable
• Microsoft 365 stack experience, Teams, SharePoint, Microsoft Autopilot and Intune MDM
• Working knowledge of Active Directory
• Awareness of cloud & on-premise telephone system administration, support and where required deployment
• Awareneness of Audit practices and Legal Requirements, e.g. Sarbanes Oxley (SOX), GDPR, etc. Awareness of CyberSecurity applications/tools (CrowdStrike, ZScaler, Exabeam for example)

Preferred Experience

• Strong customer service skills with a focus on providing a positive customer experience. Empathy and patience when dealing with customers
• Ability to explain technical concepts clearly to non-technical users
• Strong organizational and multitasking abilities to handle multiple service requests simultaneously, while maintaining attention to details
• Capable of working collaboratively with other team members
• Flexible and adaptable to changing priorities and able to handle changes in workload, staffing and work-loads in high pressure situations with a calm and professional demeanour
• Willingness to learn new technologies and skills, Able to receive formal/informal training. Open to feedback and committed to personal development
• Effective time management skills to ensure timely resolution of tickets

Skills

Valid driving license and passport