Service Desk Analyst

Who we are looking for
We are looking for people who get a thrill out of helping others with their technology.
Our business users are very talented individuals and are focused on the continued success of our company. Sometimes they will need advice or help with the technology they use and they will call you for that help, meaning that you are now responsible for getting the Business back to work. As such we want someone who will take care of the Business, understand their priorities and fix our technology 1st time. If the problem cannot be fixed 1st time then you will own the problem with frequent communication with the business until you have delivered the resolution.

You will be the frontline of Shared Service Operations - busy with a hands-on and can-do approach responding to everyone across Schroders, in any role and at every level. Answering routine questions, cries for help and everything in between whilst always looking for ways to improve out service.

If you are the sort of person that gets that feel good feeling by delivering excellent service to others then you are right for Schroders.

About Schroders
We're a global investment manager. We help institutions, intermediaries and individuals around the world invest money to meet their goals, fulfil their ambitions, and prepare for the future.

We have around 4,000 people on six continents. And we've been around for over 200 years, but keep adapting as society and technology changes. What doesn't change is our commitment to helping our clients, and society, prosper.

The base
You'll be based at our Broadlands Business Campus near Horsham in West Sussex. That's home to our new Technology Operations Centre (TOC). We work a hybrid working model, based both in our TOC and at home.

We're looking for people who are excited about setting things up, shaking things up, and working across teams. We have the same high standards and international reputation as our HQ in the City of London, without being in the city: a big, countryside campus (and no commute on the Tube) means life feels a little different.

The team
We support our international offices by developing, rolling out and maintaining our systems and processes, using cutting-edge software and hardware. Our Broadlands Business Campus means there's a great working environment for the team.

Our team does have shifts, so you may be working early mornings, evenings and weekends.

What you'll do
• Be the first point of contact for our internal customers - by answering their questions, listening to what's gone wrong for them, and improving their experience with technology.
• Capture and share the right information in ServiceNow
• We fix over 65% of all issues at first call so you will have the curiosity to learn about our systems and technologies
• Work together and share insights with others in the team, especially at shift changes
• Work closely with Operational Support and Operational Engineering Teams whenever you need their input on complex or high-risk problems
• Own your customers' issues as if they were yours, always aim for service excellence - by frequent communication, setting expectations and working closely with other teams involved in getting the business back to work
• Be visible, stand in front of the incident queue, never hide behind it, our business expect results fast, this will require you to prioritise and multitask
• Help the team to keep improving its service, by sharing your suggestions for raising first-time fix rates, improving customer satisfaction and reducing risk
• Keep up to date with changing security requirements
• Uphold our standards, processes and policies

The knowledge, experience and qualifications you need
• Any experience in excellent customer service no matter what industry
• Good with Microsoft-based operating systems, especially Office 365
• Experience of the Microsoft 365 suite, including creating and administering accounts
• Experience of security tooling, beyond anti-virus protection
• Knowledge, experience or a qualification in the ITIL Framework
• Experience of processes to keep improving service

The knowledge, experience and qualifications that will help
• Experience as a service desk analyst
• Experience of understanding customers, managing incidents and meeting business expectations
• Certification as a Microsoft Certified Professional (MCP) or equivalent
• A degree-level qualification in a computing or technical discipline

What you'll be like
• Great at unpicking people's technical problems and fixing them
• Have an inbuilt curiosity about all things IT
• A really good communicator - great at listening, being clear and giving reassurance
• Good at persuading, influencing and negotiating
• Self-motivated and enthusiastic
• Good at working in a team, and with other teams
• A real attention to detail
• Able to work under pressure and with tight deadlines
• Flexible and willing to learn - how we work in our hub continually evolves, so you'll need to adapt

We're looking for the best, whoever they are
Schroders is an equal opportunities employer. You're welcome here whatever your sex, marital status, ethnic origin, sexual orientation, religious belief or age.

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