service desk analyst London, England
Job description
Your opportunity:
As a Service Desk Engineer Tier 2, you possess excellent knowledge in administering common IT systems, especially those related to Apple, and possess basic knowledge of network layers. At Mollie, we're growing rapidly, and we need someone like you to help us manage our workplace and provide support to our colleagues.Our team onboards 40 new colleagues every month, and you'll play a key role in ensuring that our current and new colleagues have a seamless experience at Mollie. Your primary responsibilities will include managing complex incidents, problems, and requests in the Service Desk team and ensuring that we maintain our high level of support.At Mollie, we strive for excellence, and we believe that it all starts with the right working conditions. If you're someone who is passionate about technology and is looking to be a part of a fast-growing team, then we want to hear from you. Apply today and let's work together to take Mollie to the next level!
What you'll be doing:
- In the daily operations you’ll play a key role in the delivery of a brilliant service and first class technical support to all Mollie employees (networking, hardware, software, and related IT services).
- An escalation point and mentor to the Service Desk technicians and solve technical problems within all areas of the support portfolio.
- Skilled support to all 700+ Mollies: Apple oriented for most, cross-platform skills desired (Windows etc.)
- Participate in the development and implementation of new support procedures and documentation, as needed. Escalate issues to the appropriate team or vendor, as needed, and ensure that all issues are tracked and resolved in accordance with our SLAs.
- Self starter mindset while driving improvements, taking part in projects and continuous service improvement.
What you'll bring:
- Customer first mindset
- Experience with JIRA or other service management systems
- IT support background with 4+ years of experience
- Advanced level of thorough technical troubleshooting of AV, Apple/iOS, Network, Software, MDM (Kandji) Administering Enterprise applications such as GSuite, Office365, Slack etc.
- Impeccable technical documentation and KB writing skills
- Ability to solve technical problems within all areas of the support portfolio
- Work independently and organised, with the ability to prioritise a busy workload.
- Ability to collaborate with cross-functional team members that are dependencies to meet the customers need
