Service Desk Analyst - Tier 1 (3702)

About GBG  

GBG is the leading expert in global identity and location. In an increasingly digital world, GBG helps businesses grow by giving them the intelligence to make the best decisions about their customers when it matters most.  

Every second, our global data, agile technology, and expert teams, power over 20,000 of the world's best-known organizations to reach and trust their customers.  

Why you should be@GBG  

Reach 

The precision of location data is critical to businesses that need to know exactly where their customers are so they can reduce failed deliveries, share great customer experiences and remove unnecessary costs. We provide the unique insight to know locations as well as the people who live there, because we understand global addresses better than anyone else.  

This means our customers have confidence that their products and services will arrive in time and to the right location In the race to serve global customers, we exist to help every business in the world, reach every customer in the world.   

Trust  

When a digital business grows, most customers are genuine. However, many are fraudsters who manipulate identities to gain illegitimate access. We give our customers unique insight to decide which are trustworthy and which are fraudulent, because we understand identity better than anyone else. 

This means businesses can confidently onboard good customers, reward great customers and reject fraudsters. In the fight against Identity, Fraud, trust is key, so the more you can know and the earlier you know it, the better decisions you can make.  

The Team

The role fits in the IT Support & Operations team within corporate IT, which is part of the global Technology function at GBG, working to ensure that GBG delivers a world-class experience for our team members globally.  IT Support & Operations team looks after all aspects of corporate IT including the support of our team members on the tools that they need daily to successfully carry out their roles.  We ensure that services are available for team members to utilize and that such services are the best option available to GBG in terms of quality, performance, and cost.  We strive for a timely response whilst providing the best customer experience we can.   

The role

Ensure that services are available for team members to utilize and that such services are the best option available to GBG in terms of quality, performance, and cost, all whilst delivering a positive and consistent experience.  

The Service Desk Analyst (Level 1) provides proactive operational support on team member tooling and internal products and services, delivering frontline customer service to GBG team members, and ensuring they remain productive.   

What you will do

You will:

• Customer Service: Provide best-in-class customer service to GBG team members, ensuring a positive and efficient support experience.
• 1st Line Technical Support: Deliver top-tier 1st line technical support and operations service to GBG team members, addressing technical issues promptly and effectively.
• New Starter Onboarding: Ensure a seamless IT onboarding experience for new starters at GBG by delivering all necessary IT services and support.
• On-Call Support: Provide voice on-call support to GBG team members outside of regular business hours (weekday 17:30-21:00; weekends 09:00-17:00).
• Knowledge Base Development: Continuously develop and maintain a comprehensive knowledge base to improve the rate of fixes and solutions provided to GBG team members.
• Incident and Problem Management: Consistently apply best practices in handling incident and problem requests, as well as operational tasks.
• Service Improvement: Actively review and enhance the delivery of IT services, identifying areas for improvement to increase service efficiency.
• SLA/OLA Compliance: Ensure that best practices are followed to meet or exceed Service Level Agreements (SLAs) and Operational Level Agreements (OLAs).
• ITSM Communication: Regularly communicate with the IT Service Management (ITSM) team, keeping them informed of potential problems and issues to ensure proactive management.

Requirements

• Demonstrated experience managing and maintaining Active Directory environments.
• Proven expertise in administering Microsoft Exchange and M365 platforms.
• Hands-on experience troubleshooting and resolving general PC issues in a desktop support environment.
• Strong experience with M365 applications, including troubleshooting and providing end-user support.
• In-depth knowledge and experience supporting Windows 10 and 11 operating systems.
• Practical experience with device management and security tools, including InTune and Jamf.
• Proficiency in troubleshooting and maintaining hardware such as PCs, printers, and peripherals.
• Experience supporting and managing file and print services.
• Expertise in administering and managing Group Policy Objects (GPOs) for system and user configuration.

Benefits

To find out more  

As an equal opportunity employer, we are committed to providing fair opportunities for everyone regardless of age, gender race/ ethnicity, sex, religion, age, nationality, marital status, disability, veteran status, genetic information, sexual orientation, gender identity or any other reason prohibited by law in provision of employment opportunities and benefits. Everybody is welcome and our inclusion and diversity programme, be/yourself, is designed to ensure that you can thrive. Please inform your GBG Talent Attraction Partner if you require any reasonable adjustments to the interview process. 

To chat to the Talent Attraction team and find out more about our benefits and why we’re a great place to work, drop an email to [email protected] and we’ll be in touch. You can also check out our career site here.  

Why not apply and make life@GBG work for you?