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 new 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.

- 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, Active Directory and Windows Operating system.

- Familiarity with Microsoft Defender, Intune and Microsoft Entra.

- An enthusiastic commitment to delivering and maintaining a positive End-User Experience

- An entrepreneurial spirit who can solve challenging problems, make a real impact in technology, and want to build something big.

- Experience using ITSM tools such as ServiceNow.

- Strong Verbal and written communications skills.

- Good problem-solving skills and analytical thinking.

- Ability to prioritize and multitask in a rapid-paced environment

- Excellent customer relations skills.

- Friendly and approachable with good customer service skills and able to communicate with colleagues who have varying IT knowledge

- Well organised and able to prioritise workload

- Collaborative and community focused

- Friendly and positive attitude - Minimum Qualifications, Knowledge and Experience :

- Bachelor’s degree in an IT, Computer Science or related field

- 3+ years’ experience in IT Service Desk or IT support.

- ITIL3/ITIL4 Certification, or 3+ years’ equivalent experience in an IT Service Management environment.

- An understanding of Infrastructure technologies (e.g. Networking/SDWAN, SAN, VMWare, DNS, AD)

- An understanding of the Microsoft Eco System and services, specifically Azure and M365.





- Operational experience of ServiceNow (ITSM - Incident Management; Request Fulfilment; Problem Management)

- An awareness of Information Security (InfoSec) and Cyber Security

- Willingness to work in shifts (UK Time zone)

- Ability to document issues and solutions clearly for knowledge base entries.

- Experience of supporting users across multiple time zones and regions - Desirable Skills, Qualifications, and Experience :

- Knowledge of mobile device management (MDM)

- Strong understanding of cloud technology (e.g. Microsoft Azure).

- Basic understanding of networking concepts (IP, DNS, DHCP, VPN)

- CompTIA A+, Network+, AZ-900 Certified

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.
- 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 appropr

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