Service Desk Analyst

We’re looking for a Service Desk Analyst to join our global technology powerhouse, specialized in energy and dedicated to enabling a more sustainable future.

We are looking for new colleagues to join our customer support team. At Cegal’s Service Desk the focus is on the customers and their employees. The goal is to provide the world's best service with smiling, enthusiastic and customer-centric employees.

Are you passionate about showing others how technology can make things better? If so, this role might be perfect for you!

Our Customer Support team resolves nearly 90 percent of incoming requests with 1st and 2nd line support! Together with us you will have the possibility to develop your skills in a supportive and inclusive team.

Your contributions:

As our Service Desk Analyst, you will:

1. Serve as the single point of contact for client IT issues via phone, live chat, and email by providing high-quality customer support through effective written and verbal communication.
2. Manage UK IT Operations mailboxes, ensuring all communications are appropriately actioned and cases are logged in the ITSM tool.
3. Categorize, escalate, and dispatch tickets or cases to operational teams or vendors through the Service Management System to minimize customer impact.
4. Manage and own Access Management processes for all UK customers, including processing account creations, removals, and access level requests in line with customer requirements.
5. Contribute to the development of the internal knowledge base.
6. Provide shift cover with current UK IT Operations rota between 07:00 – 17:30 Mon – Fri. 40 hours a week in total.
7. Participate in OUT OF HOURS Standby Rota as part of the 24-hour service requirement.

Who you are?

To thrive in this role we believe you share our passion for technology and interest in learning, and that you probably have:

Technical Knowledge and Experience:

1. Good understanding of ITIL (Foundation level qualification desirable) with knowledge of ServiceDesk operations and ServiceNow (ITSM tool).
2. At least 1 year of experience in an IT service operational environment is desirable but not essential.

Customer Service Skills:

1. Ability to provide basic technical support over the phone and in person.
2. Excellent phone skills, professional demeanor, and knowledge of customer service principles and practices.
3. Previous customer service experience strongly desired.

Communication Skills:

1. Strong written, oral, and interpersonal communication abilities.

Why us?

Because at Cegal - You matter. As a Cegalian you will be seen, heard, and appreciated. You are part of an Inclusive working environment where you can be your true self, and bring all your skills, experience and personality into the workplace.

We are problem solvers who don’t hide behind technical jargon and fancy buzzwords. Instead, we make the complicated easy to understand and turn complexity into digital success stories. We call that being Fuss Fighters.

You will work with colleagues who are Super Skilled in their fields, and experience how our diversity encourages creativity, innovation and knowledge-sharing. We are passionate about technology and have a culture of learning from others, sharing knowledge and growing.

At Cegal we are dedicated to creating a work culture that is flexible, accommodating, and inclusive of diverse needs. A balanced approach to work and personal life leads to happier and more productive individuals. We prioritize employee well-being and support work-life balance. You give and receive– You matter.

What’s in it for you?

Working in Cegal you have great opportunities for professional development and social engagement:

1. Career paths - Advance your career with trainee programs, mentorship, growth dialogue.
2. Influence - Ideal company size - global impact, yet stand out and make a difference.
3. Professional growth – Benefit from a training budget and dedicated time for learning and growth, while enjoying access to digital courses and our very own certification center.
4. Technology - We are passionate about new tech. Test the latest technologies and learn how to implement them in real-world scenarios.
5. Work-life balance - Enjoy a supportive and flexible work environment that enables you to thrive both professionally and personally.
6. Diversity - support diversity in the tech industry through our Diversity at Cegal initiative and Women at Cegal network.

Want to know more about these and other benefits? Visit our careers page: https://www.cegal.com/en/careers/working-at-cegal

Does this opportunity trigger your curiosity? Get in touch today!

We know ChatGPT can write a perfect motivational letter, but we don't want perfect - use the cover letter as an opportunity to let us in on the real, unique and imperfect you!

Location: Aberdeen

Salary:

£24,000 - £28,000 depending on experience and fit for the role.