Global Service Desk Analyst

Global Service Desk Analyst - Belfast
Organisation: Global professional services / law firm
Location: Belfast

Role Summary

This is a customer-facing, ITIL-aligned Global Service Desk role providing 1st and some 2nd line support to a large international user base across multiple time zones.
The emphasis is on high-quality incident resolution, SLA adherence, and exceptional customer experience in a structured, enterprise environment.

Key Responsibilities

• Primary point of contact via phone, email, live chat, and ticketing system
• Log, triage, and resolve incidents and service requests in line with SLAs
• Deliver customer-centric 1st line support, escalating where appropriate
• Support and promote self-service portals and knowledge base usage
• Accurately document incidents, resolutions, and updates
• Manage multiple queues and support channels simultaneously
• Identify trends and contribute to service improvement initiatives
• Support users across multiple global time zones
• Operate within defined ITSM / ITIL processes

Required Experience & Skills

Technical / Professional

• Minimum 1-2 years' Service Desk / IT Support experience
• Working knowledge of ITIL framework
• Strong experience with Windows OS, Cloud and Microsoft applications
• Familiarity with IT helpdesk / ticketing systems
• Proven ability to troubleshoot remotely (PCs, software, basic network issues)
• Experience working in a fast-paced, global, multicultural environment

Personal / Soft Skills

• Strong customer service mindset
• Excellent written and verbal communication
• Calm, methodical problem-solving approach
• High attention to detail and process discipline
• Comfortable working in a globally distributed team
• Proactive, positive, and adaptable attitude

Working Environment

• Enterprise-scale, highly standardised IT function
• Clear procedures, escalation paths, and governance
• Some autonomy in prioritisation, but within defined processes
• Strong emphasis on quality, consistency, and professionalism

Ideal Candidate Profile

• Service Desk / IT Support Analyst (2+ years)
• Background in corporate, MSP, or enterprise IT environments
• Comfortable with shift work and global support models
• Strong communicator who handles senior stakeholders well

To speak in absolute confidence about this opportunity, please send an up-to-date CV via the link provided, or contact Daire O'Connor at MCS Group:
📞 028 9693 5515
📩 d.oconnor@mcsgroup.jobs

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