Service Desk Analyst

For over 40 years, Gattaca has been helping clients across the world grow by solving their biggest talent challenges. Every day we aim to deliver a service that is so trusted that our clients, candidates, colleagues, and suppliers recommend us without hesitation. It's our vision to become the STEM talent partner of choice, and we need you to help us get there. At Gattaca, our values are the backbone of everything we do: Trust, Professionalism, Ambition, and FUN. This, paired with the tools and industry leading training we can provide, will help to elevate your career. Gattaca is dedicated to helping our people to realise their full potential. We understand the value a diverse workforce brings to every workplace and in everything we do, we are committed to promoting diversity, inclusion and accessibility. We welcome applications from all backgrounds and encourage you to consider a career with Gattaca, if there is anything we can do to make our recruitment processes better for you, tell us. Technology Service Delivery Analyst Purpose The Technology Operations Team are a key service delivery function within the Gattaca Technology Team. The role of the team is to provide a proactive, rapid response service to all Gattaca staff in the use of technology. Having positive relationships with staff is a critical skill, coupled with a strong desire to deliver excellent customer service. The team offers advice and guidance on the use of technology, identifying areas where improvements can be made and ensuring that Technology issues are escalated through the appropriate channels. Reports to: Service Delivery Manager Responsibilities • Provide first line support to all staff through the effective management of the Service Desk platform • Ensure all support calls are logged accurately on the Service Desk platform • Effectively manage support escalations within the Gattaca IT Team as well as 3rd party vendors • Provide business updates on Problems, Requests, Incidents & Changes • Assist all staff in the use of Gattaca systems • Maintain stock of IT Assets and Consumables • Maintain Hardware and Software Asset registers Attributes • Passionate about the customer experience, and providing the best service possible • Able to step back from problems and guide towards the solution • Ability to reframe a conversation • Action oriented and willingness to take ownership (of self and team) • Contagious energy, presence, and confidence • Ability to produce documentation at the right level and depth • Emotionally aware but not emotionally driven • Self-accountability & follow through • Ability to maintain effective working relationships with wider Technology Team Skills, Knowledge & Experience Essential • Strong analytical skills, with demonstrated ability to assess business problems, recommend improvement opportunities, and align stakeholders around remediation of gaps • Excellent communication skills, both written and verbal, with ability to communicate effectively at all levels of the organization Desirable • Grasp of current and emerging technologies and trends, with ability to rapidly assess and apply new and emerging technologies • Experience with Microsoft 365 What we offer: Excellent Growth and Development Opportunities Industry leading training Apprenticeship opportunities Free on site parking Personal flexible benefits to meet each employees needs Incentives, including team all-inclusive holidays! Next steps Upload your CV and if we think there is a match, a member of our Talent Hub will be in touch. Our recruitment process will include a combination of telephone, video and face to face interviews for you to showcase your talents and potential. We offer reasonable adjustments to accommodate the needs of our applicants, such as providing interview questions in advance, offering written formats, changing interview times, structure, or settings, and arranging office visits before the interview. This list is not exhaustive, and we are open to considering any additional adjustments to support our candidates.