IT Service Desk Analyst

This position reports to the Senior Infrastructure Operations Manager. The IT Service Desk Analyst is responsible for supporting the global support queue and providing phone assistance to Maples Group personnel, helping to facilitate business activities with minimal interruption. Duties include receiving, prioritising, documenting, and resolving end user help requests and incidents, as well as escalating issues when necessary to meet service level agreements. Flexibility is required as hours will be between 8am-6pm with starting shift to be 8am-4.30pm.

The role will provide industry expertise and leverage business and technical knowledge to support business strategies and deliver value. This role will play an integral part in building and enhancing the business requirements and ensure that they are supported.

Primary responsibilities include: This role will be based in the firm's Leeds office and day-to-day responsibilities will include, but are not limited to:

• Provide support of incoming tickets to the Global Service Desk via telephone, web portal, email, and chat to ensure courteous, timely, and effective resolution of end-user issues
• Build rapport and elicit problem details from end users
• Ensure tickets are logged in ServiceNow, customers kept updated and issues resolved within agreed service levels
• Prioritize incidents and service requests according to defined processes such as VIP users and tickets marked urgent, to meet defined SLAs
• Escalate incidents with accurate documentation to suitable teams, when required in line with KBs
• Record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution
• Use remote tools and diagnostic utilities such as Systrack and Citrix to aid in troubleshooting
• Research solutions through internal and external knowledgebase as needed.
• Identify and learn appropriate software and hardware used and supported by the organization
• Test fixes to ensure an incident has been adequately resolved and the user confirms satisfaction
• Ensure all IT activity is in line with Information Security policies and procedures
• Develop KBs and FAQ lists for end users
• Contribute to Service Desk knowledgebase as needed
• Reinforce SLAs to manage end-user expectations
• Provide suggestions for continual improvement for End Users
• Contribute to building and maintaining an effective Global Service Desk Team by developing relationships and making suggestions to drive service improvement

• Must have at least two years' experience working on a Service Desk, ideally in a professional services or a busy MSP environment
• A relevant IT Degree is beneficial, but not essential
• Experience with an ITSM ticketing system (ideally ServiceNow or similar)
• iManage or similar document management systems
• PC/Infrastructure Hardware & Software
• Experience troubleshooting and supporting business applications and O/S
• Experience supporting MS Office 365, Citrix and Windows 10/11
• Experience supporting mobile devices, ideally Apple, Citrix and VPN environments
• Good understanding with the fundamental principles of ITIL
• Additional certification a bonus but not essential (e.g. CompTIA, CCNA etc.)
• Some experience of SQL scripting to aid analysis would be useful but not mandatory
• Exceptional interpersonal skills, with a focus on rapport building, listening and questioning skills
• Exceptional written and oral communication skills
• Experience working in a team orientated, collaborative environment
• Ability to work on own initiative and under pressure
• Excellent problem management and troubleshooting skills
• Flexibility and adaptability key to this role
• Can do attitude and positive approach to work
• Capable of multitasking and an experienced problem solver, able to think laterally about issues

The most enduring professional relationships are reciprocal relationships. The Maples Group prioritises employee health and wellbeing. Depending on your location, we offer a range of benefits, including:

• Comprehensive health coverage (medical, dental and optical)
• Competitive vacation packages
• Educational assistance and professional development programmes
• Savings or pension plan
• Life insurance
• Travel insurance
• Global mental wellness programme
• Sports clubs and social events

The Maples Group is a standard bearer in financial and legal services, trusted by many of the world's largest hedge fund managers, private equity firms and international corporations. Our distinction flows from our carefully curated team: 2,500+ professionals characterised by tenacity, ethics and exacting excellence. Operating in key financial centres across the Americas, Asia, Europe and the Middle East, our international presence offers a unique springboard for career development and cross-cultural immersion. Our side-by-side financial and legal services are similarly ripe for interdisciplinary learning and growth. The Maples Group looks to add a Leeds based Service Desk Analyst to our team and invites eager and qualified candidates to apply. We are committed to diversity, inclusion and equality of opportunity as we attract, retain and develop world-class talent. Who We Seek Our merit-based culture suits professionals in pursuit of boundless careers and lives. Beyond their acumen, team members are collaborative and conscientious, bringing a healthy sense of drive and purpose to each interaction and to all aspects of their work., Over five decades, the Maples Group has grown from modest beginnings into one of the world's preeminent professional services firms, offering specialised fiduciary, fund administration, regulatory and compliance, entity formation and management and legal services on the laws of the British Virgin Islands, the Cayman Islands, Ireland, Jersey and Luxembourg. You can learn more about the Maples Group on our corporate website. Experience our culture and our people on our Careers Page or on LinkedIn.