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For Companies At a Glance
- Tasks: Provide top-notch IT support to a global user base via various channels.
- Company: Join a leading global professional services and law firm in Belfast.
- Benefits: Competitive salary, dynamic work environment, and opportunities for growth.
- Why this job: Be the go-to person for tech solutions and enhance customer experiences worldwide.
- Qualifications: 1-2 years of IT support experience and strong communication skills.
- Other info: Work in a fast-paced, multicultural team with clear processes and support.
The predicted salary is between 28800 - 43200 £ per year.
This is a customer-facing, ITIL-aligned Global Service Desk role providing 1st and some 2nd line support to a large international user base across multiple time zones. The emphasis is on high-quality incident resolution, SLA adherence, and exceptional customer experience in a structured, enterprise environment.
Key Responsibilities
- Primary point of contact via phone, email, live chat, and ticketing system
- Log, triage, and resolve incidents and service requests in line with SLAs
- Deliver customer‑centric 1st line support, escalating where appropriate
- Support and promote self‑service portals and knowledge base usage
- Accurately document incidents, resolutions, and updates
- Manage multiple queues and support channels simultaneously
- Identify trends and contribute to service improvement initiatives
- Support users across multiple global time zones
- Operate within defined ITSM / ITIL processes
Required Experience & Skills
- Minimum 1-2 years' Service Desk / IT Support experience
- Working knowledge of ITIL framework
- Strong experience with Windows OS, Cloud and Microsoft applications
- Familiarity with IT helpdesk / ticketing systems
- Proven ability to troubleshoot remotely (PCs, software, basic network issues)
- Experience working in a fast‑paced, global, multicultural environment
Personal / Soft Skills
- Strong customer service mindset
- Excellent written and verbal communication
- Calm, methodical problem‑solving approach
- High attention to detail and process discipline
- Comfortable working in a globally distributed team
- Proactive, positive, and adaptable attitude
Working Environment
- Enterprise‑scale, highly standardised IT function
- Clear procedures, escalation paths, and governance
- Some autonomy in prioritisation, but within defined processes
- Strong emphasis on quality, consistency, and professionalism
Ideal Candidate Profile
- Service Desk / IT Support Analyst (2+ years)
- Background in corporate, MSP, or enterprise IT environments
- Comfortable with shift work and global support models
- Strong communicator who handles senior stakeholders well
Global Service Desk Analyst in Belfast employer: MCS Group
Contact Detail:
MCS Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Global Service Desk Analyst in Belfast
✨Tip Number 1
Network like a pro! Reach out to folks in the industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Practice your interview skills! Mock interviews with friends or using online platforms can help you nail those tricky questions. Remember, confidence is key, so show them why you're the perfect fit for the Global Service Desk Analyst role.
✨Tip Number 3
Tailor your approach! When you find a job that excites you, research the company and its culture. Use this info to customise your pitch during interviews, showing how your skills align with their needs.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, we’ve got loads of resources to help you prepare for the next steps in your job search.
We think you need these skills to ace Global Service Desk Analyst in Belfast
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Global Service Desk Analyst role. Highlight your relevant experience in IT support and customer service, and don’t forget to mention your familiarity with ITIL processes and ticketing systems.
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you’re passionate about this role and how your skills align with the job description. Keep it concise but engaging – we want to see your personality!
Showcase Your Communication Skills: Since this role involves a lot of customer interaction, make sure your written application reflects your strong communication skills. Use clear, professional language and check for any typos or errors before hitting send.
Apply Through Our Website: We encourage you to apply through our website for the best chance of being noticed. It’s straightforward and ensures your application goes directly to us. Plus, you can explore other opportunities while you’re there!
How to prepare for a job interview at MCS Group
✨Know Your ITIL Basics
Make sure you brush up on the ITIL framework before your interview. Understanding the key principles and how they apply to service desk operations will show that you're not just familiar with the terminology, but that you can also implement these processes effectively.
✨Demonstrate Customer-Centric Mindset
Prepare examples of how you've provided exceptional customer service in past roles. Think about specific incidents where you resolved issues efficiently while keeping the user experience at the forefront. This will highlight your ability to handle customer interactions professionally.
✨Showcase Your Technical Skills
Be ready to discuss your experience with Windows OS, Microsoft applications, and any ticketing systems you've used. You might even want to prepare for some technical questions or scenarios that test your troubleshooting skills, so practice makes perfect!
✨Emphasise Adaptability and Teamwork
Since this role involves working across multiple time zones and in a global team, share examples of how you've successfully collaborated with diverse teams. Highlight your adaptability in fast-paced environments and your proactive approach to problem-solving.
