At a Glance
- Tasks: Support global service desk, resolve user issues, and enhance business operations.
- Company: Join a leading financial and legal services firm with a diverse and inclusive culture.
- Benefits: Flexible hours, career development opportunities, and a collaborative work environment.
- Other info: Opportunity for cross-cultural immersion and professional growth.
- Why this job: Be part of a dynamic team making a real impact in a global company.
- Qualifications: 2+ years in service desk roles; IT degree preferred but not essential.
The predicted salary is between 30000 - 40000 € per year.
The Maples Group is a standard bearer in financial and legal services, trusted by many of the world’s largest hedge fund managers, private equity firms and international corporations. Our distinction flows from our carefully curated team: 2,500+ professionals characterised by tenacity, ethics and exacting excellence. Operating in key financial centres across the Americas, Asia, Europe and the Middle East, our international presence offers a unique springboard for career development and cross-cultural immersion.
We are committed to diversity, inclusion and equality of opportunity as we attract, retain and develop world-class talent.
About the Role
This position reports to the Senior Infrastructure Operations Manager. The IT Service Desk Analyst is responsible for supporting the global support queue and providing phone assistance to Maples Group personnel, helping to facilitate business activities with minimal interruption. Duties include receiving, prioritising, documenting, and resolving end user help requests and incidents, as well as escalating issues when necessary to meet service level agreements. Flexibility is required as hours will be between 8am-6pm with starting shift to be 8am-4.30pm.
This role will provide industry expertise and leverage business and technical knowledge to support business strategies and deliver value. This role will play an integral part in building and enhancing the business requirements and ensure that they are supported.
Primary responsibilities include:
- Provide support of incoming tickets to the Global Service Desk via telephone, web portal, email, and chat to ensure courteous, timely, and effective resolution of end-user issues.
- Build rapport and elicit problem details from end users.
- Ensure tickets are logged in ServiceNow, customers kept updated and issues resolved within agreed service levels.
- Prioritize incidents and service requests according to defined processes such as VIP users and tickets marked urgent, to meet defined SLAs.
- Escalate incidents with accurate documentation to suitable teams, when required in line with KBs.
- Record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution.
- Use remote tools and diagnostic utilities such as Systrack and Citrix to aid in troubleshooting.
- Research solutions through internal and external knowledgebase as needed.
- Identify and learn appropriate software and hardware used and supported by the organization.
- Test fixes to ensure an incident has been adequately resolved and the user confirms satisfaction.
- Ensure all IT activity is in line with Information Security policies and procedures.
- Develop KBs and FAQ lists for end users.
- Contribute to Service Desk knowledgebase as needed.
- Reinforce SLAs to manage end-user expectations.
- Provide suggestions for continual improvement for End Users.
- Contribute to building and maintaining an effective Global Service Desk Team by developing relationships and making suggestions to drive service improvement.
What You Bring
- Must have at least two years’ experience working on a Service Desk, ideally in a professional services or a busy MSP environment.
- A relevant IT Degree is beneficial, but not essential.
- Experience with an ITSM ticketing system (ideally ServiceNow or similar).
- iManage or similar document management systems.
- PC/Infrastructure Hardware.
Service Desk Analyst employer: Maples Group
The Maples Group is an exceptional employer, offering a dynamic work environment in Leeds that fosters professional growth and cross-cultural collaboration. With a commitment to diversity and inclusion, employees benefit from a merit-based culture that encourages continuous learning and development, alongside competitive support for career advancement in the financial and legal services sector. Joining our team means being part of a dedicated group of professionals who value ethics, excellence, and teamwork, all while enjoying the unique advantages of working in a key financial centre.
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Analyst
✨Tip Number 1
Network like a pro! Reach out to current employees at The Maples Group on LinkedIn or through mutual connections. A friendly chat can give you insider info and might just get your foot in the door.
✨Tip Number 2
Prepare for the interview by practising common Service Desk scenarios. Think about how you'd handle tricky situations or difficult users. We want to see your problem-solving skills shine!
✨Tip Number 3
Show off your tech know-how! Be ready to discuss your experience with ITSM ticketing systems like ServiceNow. We love candidates who can hit the ground running and contribute from day one.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re serious about joining our team at The Maples Group.
We think you need these skills to ace Service Desk Analyst
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Service Desk Analyst role. Highlight your relevant experience, especially any time spent in a busy service desk environment. We want to see how your skills align with what we’re looking for!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you’re excited about joining The Maples Group and how your background makes you a great fit. Keep it concise but engaging – we love a bit of personality!
Showcase Your Problem-Solving Skills:In your application, don’t forget to showcase your problem-solving skills. Share examples of how you've resolved issues in the past, especially in a service desk context. We’re all about finding solutions here at StudySmarter!
Apply Through Our Website:We encourage you to apply through our website for the best chance of getting noticed. It’s super easy, and you’ll be able to keep track of your application status. Plus, we love seeing applications come directly from our site!
How to prepare for a job interview at Maples Group
✨Know Your Stuff
Make sure you brush up on your technical knowledge, especially around ITSM ticketing systems like ServiceNow. Familiarise yourself with common issues that users face and how to resolve them. This will show that you're not just a candidate, but someone who can hit the ground running.
✨Showcase Your Soft Skills
As a Service Desk Analyst, communication is key. Be prepared to demonstrate your ability to build rapport with users and handle difficult situations with grace. Think of examples from your past experience where you’ve successfully resolved conflicts or helped frustrated users.
✨Understand the Company Culture
The Maples Group values tenacity, ethics, and collaboration. Research their culture and think about how your personal values align with theirs. Be ready to discuss how you embody these traits in your work and how you can contribute to their merit-based environment.
✨Prepare Questions
Interviews are a two-way street! Prepare thoughtful questions about the role, team dynamics, and opportunities for growth within the company. This shows your genuine interest in the position and helps you assess if it’s the right fit for you.
