Job Summary:

UBS are searching for a self-motivated, customer-focused Service Desk Analyst (Level 1) with previous experience of working in a Service Desk environment.

The successful candidate will be well organised, metrics-driven and able to work in various environments with non-technical and technical profiles.

The Service Desk Analyst acts as the first point of contact for all software related issues and requests. You will work as part of a team responsible for analysis and resolution of customer requests, including software queries, data correction, bug replication, and root cause analysis of recurring data issues.

Job Description:

KEY RESPONSIBILITIES

• The key responsibilities of the Service Desk Analyst are as follows:
  • Business to business support of UBS products.
  • Ticket and workload management using our online ticketing system.
  • Resolution of customer reported questions and issues.
  • Assisting offshore analysts with troubleshooting.
  • Work with development teams to ensure tickets are resolved in a timely fashion, and that customers are updated with our analysis and resolution progress.
  • Work with internal and external resources to identify and troubleshoot root causes for recurring service desk tickets.
  • Taking ownership of customer reported issues and seeing problems through to resolution.
  • Ensuring all details are logged with the incident and well-described to the customer.

KEY SKILLS AND COMPETENCIES

• A-Level, Diploma, or equivalent. University degree in IT or related field is preferred.
• Excellent written and verbal communication skills (English speaking) with strong customer service orientation.
• Ability to relate complex models and ideas in clear, concise manner.
• A 'get-things-done attitude' with the ability to work well with others.
• 1-3 years of experience in a technical support or help desk role .
• Demonstrate ability to coordinate cross-functional work teams toward task completion.
• Experience using Help Desk tracking software (Jira preferred).
• Hands-on experience with Windows/Linux/Mac OS environments.
• Experience in an Audio Visual or Live Events environment a plus.
• Certification in CompTIA A+, Microsoft Certified Professional (MCP) or similar a plus
• Basic knowledge of computers, servers, networking, internet, VPNs, and MS Office is essential.

JOB LOCATION

• Hybrid, working 3 days from our office in Elland, UK, and 2 days remote.

Worker Type:

Regular

Number of Openings Available:    

1