Service Desk Analyst - Talent Pool
# of Openings:1
ROLE TITLE:Service Desk Analyst- Talent Pool
REGION:IBHQ – CFO Office
REPORTING TO:Service Desk Team Leader
LOCATION:Torres Vedras, Portugal
JOIN OUR TALENT POOL
After launching our new Servicedesk function in Torres Vedras last year, we are preparing for ongoing growth in the team.
For that reason, we are always on the lookout for talented candidates with solid communication skills in at least 2 European languages and a customer-centric attitude.
Full technical training will be provided so no Service Desk experience is necessary although it would be a bonus.
This is an excellent opportunity to join a growing organisation and become part of a function that touches on all areas of the global business with ongoing possibilities of career development and progression.
You can see full details of the role below. If this sounds like a good match for your skills, please apply to join our Talent Pool.
If your profile matches the requirements, we will be in touch with you once a suitable position comes up in the team.
As a global leader in cash technology solutions, we provide the financial, retail, cash centre and gaming industries with confidence that their cash is protected and always working to help build a stronger business.
Our cash automation technologies and process engineering services help businesses in more than 100 countries optimise the handling, movement and management of cash. While we span the globe, we personally engage with each customer to address their unique challenges and goals — enhancing staff efficiency, reducing operating costs and enabling a more rewarding customer experience.
We offer peace of mind. We enable transformation. We generate options. We empower people. We do all this by releasing companies from the burden of cash management, putting cash to work, and helping customers enhance the value that their staff and facilities add to their business.
We pride ourselves on customer focus, solution quality and our great team. We are growing and diversifying and are looking for talented people who are passionate about what they do and want to contribute to the next phase in our company’s success.
The Service Desk Analyst is the first line of support for Glory and the service orchestrator for the rest of IS. To fulfil this position, one must have a good technical mindset, excellent customer service skills and a degree of patience. Being on the front line will involve a lot of exposure to senior individuals across the organisation, meaning that the Service Desk Analyst must always present themselves appropriately, demonstrating a high level of professionalism.
+ Incident and Service Request logging, prioritisation and assignment
+ Manning the Service Desk number, when on shift, at all times
+ FTF (First Time Fix) of as many Incidents as possible, within SLA
+ Accurate assignment of Incidents and Requests to other IS teams when unable to be resolved at first line
+ Accurately capturing required details to log tickets
+ Reporting on statistics as required
+ Fulfilling the joiners, movers and leavers requests in accordance with regulatory compliance
EXPERIENCE AND QUALIFICATIONS
+ ITIL Foundation preferred but not required
+ Competent with Microsoft Office applications
+ Qualified to degree level preferred but not necessary
+ Experience working in a team on a 24x7 shift basis
+ Experience working for a medium-sized enterprise business
+ Experience working in the manufacturing industry, with appropriate knowledge of business applications related to such
+ Good understanding of enterprise technologies
REQUIRED SKILLS AND COMPETENCIES
+ Excellent Customer Service skills
+ Strong foundation and / or passion for computing and IT
+ Good attention to detail, analytical skills and troubleshooting abilities
+ Ability to work under high pressure
+ Willing to work on a 24x7 rota (with appropriate remuneration), shifts are either day or night and 8 hours long
+ Fluent in English and Portuguese, as well as at least one of the following languages:
+ French, Spanish or German
+ Self-driven with a passion for the field and a thirst for personal development
The Glory Spirits & Behaviours reflect the values and behaviours that are critical to the ongoing success of Glory and as such represent the foundations of our behaviour globally to lead us to realise our mission:
Value Creation- strive to create value for customersSelf-Starter- understand the objectives of your own work and are proactive in achieving goalsCollaboration- respect diversity and create a culture of collaboration to work with each other to achieve a common goalIntegrity -understand Glory’s mission and act with responsibility and pride to realise achievement and act and behave with high integrity and a strong sense of ethicsOwn Growth- leverage our own talent and achieve personal development by adopting a broader perspective; looking beyond our own work.
Glory believes in equal opportunity for all qualified persons and will not discriminate against any applicant for employment because of race, colour, religion, marital status, national origin, gender, age, disability, veteran status, or any other status protected by law.
Third Party AgenciesUnsolicited resumes will not be accepted by Glory. Should an agency choose to send unsolicited resumes, Glory reserves the right to review such resumes but will not be held liable for any fees/charges associated with a candidate hire except where a formal written agreement is in place between Glory and the Agency to source candidates for a specific role.