Service Desk Analyst in Belfast

The TP ICAP Group is a world leading provider of market infrastructure. Our purpose is to provide clients with access to global financial and commodities markets, improving price discovery, liquidity, and distribution of data, through responsible and innovative solutions. Through our people and technology, we connect clients to superior liquidity and data solutions. The Group operates from more than 60 offices in 27 countries. We are 5,300 people strong. We work as one to achieve our vision of being the world’s most trusted, innovative, liquidity and data solutions specialist.

Role Overview

The primary responsibility of a Service Desk Analyst is to be the primary point of contact for internal users needing technical support, responsible for accurate ticket logging, troubleshooting, and resolving issues related to hardware, software, and networks etc. Key duties include acting as a liaison between users and IT, managing a ticketing system, providing first-line support through phone, live chat or email, escalating complex problems to higher-level support, and contributing to the knowledge base.

Role Responsibilities

• Provide appropriate technical support to resolve/log IT related Incidents and Service Requests on first contact where appropriate using the Service Now IT Service Management portal.
• Provide accurate answers that can be understood by Business users. Ensure that Incidents and Service Requests have been dealt with to the Business users satisfaction.
• Work with suppliers and internal IT departments to provide Business users with status updates as defined in the Service Level Agreement (SLA).
• Have knowledge and understanding of the contents of the SLA and the Service Desk’s processes and procedures. Document, maintain, use and share appropriate product and services knowledge and learn about new products and services as required.
• Have a clear understanding of the escalation and Major Incident processes. Actively work with appropriate teams to pre-empt service issues and minimise the impact of service issues to Business users.
• Document, maintain, use and share appropriate product and services knowledge and learn about new products and services as required as well as adding to and maintaining the Knowledge Base.
• Be aware of the IT organisations strategic aims, policies, processes and procedures so that the users receive consistent messages.
• Contribute to and follow up-to-date process and procedure documentation.
• Ensure that Incidents and Service Requests have been dealt with to the Business users’ satisfaction.
• To keep up-to-date with developments within the organisation that may have an impact on the user experience.
• Drive innovation within the team and wider organisation with generative AI and automation tooling.

Competences:

• General knowledge of Desktop, Networking, Server, Voice & Communications Infrastructure.
• Windows 10/11 Operating systems.
• Microsoft M365 Copilot, Exchange, Intune, Office 365, PowerShell and Active Directory.
• ITSM process automation and workflows.
• AWS Workspaces and AWS Technology.
• Okta or similar MFA Technology.
• Intermediate to advanced knowledge of Microsoft Office (Word, Excel, PowerPoint, Outlook).
• Working knowledge of Generative AI.
• Knowledge of common applications and hardware.
• Relevant industry certifications may include Microsoft MCP, MCSA or individual Microsoft specialist training such as Excel, Word, PowerPoint, Outlook or ITSM products.

Experience:

• Essential: University degree or Diploma in the field of Computer Science and /or solid experience in a Service Desk / Help Desk role. Experience in a Customer Services environment, preferably within Investment Banking organisation. Good experience of using best practice IT Service Management tools to log and manage user calls and provide first time resolution where practical. Experience of Service Now is preferred.
• Desired: Professional Qualifications: ITIL v3/v4 foundation, Service Desk Institute SDA or equivalent ITSM qualification.

Special Job Requirements:

• Shift rota basis.
• Occasional Bank holiday working requirement.

Company Statement

We know that the best innovation happens when diverse people with different perspectives and skills work together in an inclusive atmosphere. That's why we're building a culture where everyone plays a part in making people feel welcome, ready and willing to contribute. TP ICAP Accord - our Employee Network - is central to this. As well as representing specific groups, TP ICAP Accord helps increase awareness, collaboration, shares best practice, and holds our firm to account for driving continuous cultural improvement.