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IT Helpdesk Analyst London, England

World Fuel Services

Full Time London, England 5000 GBP MONTHLY Today

Job description

At World Fuel Services, our employees are the key to our global success. We are industry leaders due to the innumerable talents of our approximately 5000 strong professional team. Our people thrive in an entrepreneurial and culturally-diverse environment, where innovative thinking, collaboration and efficient execution are highly valued. Our high-performance culture is what allows us to drive sustained growth. Stronger together, we promote an environment where individuals can thrive.

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Please note that by submitting an employment application you consent to World Fuel Services processing your information for this role and potentially for future employment opportunities, in accordance with applicable laws. To learn more about how we protect and/or process personal information, please visit the WFS Privacy Center at: https://www.wfscorp.com/en/privacy-center.

The IT Operations department at World Fuel Services is responsible for managing and maintaining high levels of availability of all End User Systems used worldwide.

The Helpdesk Analyst role is part of the regional Information Technology services team responsible for the EMEA and APAC regions helping to maintain IT systems .

The candidate will be required to provide Level 1 support to a 5000+ user base across all global locations; will need to provide a high level of responsiveness and ensure that issues are correctly prioritised taking business impact into account and issues are resolved or escalated to SME's in a timely manner.

The individual is expected to resolve issues efficiently, professionally, and in compliance with our established corporate computer standards and procedures.

Duties include:

Providing 1st line Helpdesk support and a high level of responsiveness to all reported issues and requests.
Logging, triaging, prioritising and resolving incoming calls, tickets and emails within SLA.
Providing clear communication to the user community about problem resolution, system outages, and planned events
Asset management of workstation and mobile devices.
Provide first time fixes for issues incl:
PW resets
Mobile phone and general computer issues
Simple application issues (i.e. MS Office)
Assisting employees with simple VPN issues
Basic AD admin
Setting up new employees
Managing a support mailbox

Demonstrable Skills

2 years’ Helpdesk experience
Excellent customer service skills.
Excellent oral and written communication skills including with those for whom English is not a first language.
Self-organised and able to manage multiple streams of work and priorities
Working knowledge of Windows (7 & 10), workstations, printers and mobile devices.
Focus on delivering value and takes pride in delivering a good service
Working with 3rd parties to raise issues and procurement needs
Basic Active Directory skills
Ability and willingness to collaborate with a distributed globally distributed support team