We have an opportunity for a Service Desk Analyst who will join the global IT operations team of a top tier fintech (international payments and foreign exchange). 

The jobholder(s) will provide IT Service Desk support throughout the company, ensuring a consistent solutions for any IT-related issues or requests that staff may have.

This role is based in our Bucharest office and will be handling 1st-line IT support for the global business, with Service Desk requests and incidents coming in via a central ticketing system and via phone.

An enthusiastic customer service attitude and passion to start their IT career along with going above and beyond will be key to succeed in this role.

Your main responsibilities will revolve around the following:

• 1st-line categorisation, prioritisation and escalation of Service Desk incidents and requests;

• Responsible for incoming contacts to the Service Desk, including but not limited to email, portal, phone and local walk ups;

• Ensure all support is provided in a professional and timely manner, including escalations to the appropriate teams (2nd and 3rd line support);

• Ability to quickly resolve standard incidents/requests at first contact (e.g. password resets, common issues);

• Production of, and updating of, Service Desk procedural documentation;

• Provide follow-the-sun IT support for group-wide incidents/requests, taking ownership of, and progressing tickets from other global teams as required;

• Supporting the business out of hours on call as part of a Service Desk rotation

For this role you should have:

• Fluent English skills

• Strong communication, time management and organisation skills

• Strong analytical troubleshooting and problem-solving skills

• A teamwork approach

• Ability to work independently as required

• Knowledge of Windows 10

• Availability for occasional out of hours support

• A passion for IT!

Your chances increase significantly if you tick as many of the below as possible:

• Certification/Diploma/Degree in IT related field

• Any experience with Active Directory, Microsoft Exchange, Networking skills (LAN/WAN/TCP/IP/VPN) and firewalling technologies

• Used to providing a high level of customer service with attention to detail

• Providing support on standard office applications with wide experience of PC, printer and network devices

• Experience using or supporting M365