About the role:

As a Global IT Service Desk Analyst, you will act as the ‘first contact’ for
end-users, raising service requests or operational escalations or reporting
incidents. You will also be responsible for managing the
on-boarding/off-boarding of all recent users across all Lucy Group companies.

Your responsibilities:

* Ensure all assigned incidents, requests and queries are progressed within
agreed service levels.
* Escalate urgent Service Requests or Incident raised by critical resources.
* Escalate cases that have not been resolved within the established turnaround
times.
* Administer core M365 services like Exchange, SharePoint, Microsoft Team and
OneDrive for Business.
* Create, manage user accounts, groups and licenses.
* Manage role-based access and permissions.
* Troubleshoot issues related to email, collaboration tools, and access.
* Develop existing processes and procedures to troubleshoot and create articles
for known issues and share knowledge with colleagues.
* Adhere to ITIL Service Management (ITSM) best practice and techniques whilst




following Service Desk policies, procedures, and guidelines
* Work with other team members to continually improve all aspects of IT
services that deliver value and enhanced the end-user experience.
* Monitor Logic Monitor incidents and alerts and escalate then if there is any
critical issue observed.
* Continue to improve in all applicable technology areas to ensure you have
appropriate knowledge and skills necessary to complete all assigned tasks
* Provide enhanced and expedited support to VIP and critical business users
* Proactively seek out opportunities for continual improvement. Own and
progress these opportunities ensuring maximum value is achieved.
* Continue to challenge yourself and improve in all applicable technology areas
to ensure you have appropriate knowledge and skills necessary to complete all
assigned tasks and support the broader team.

Key Skills:

* Proficiency in M365 Admin Centre, Exchange,

📌 Global IT Service Operations Analyst (Halol)
🏢 Lucy Electric
📍 Halol