Service Desk & NOC Analyst - Night Shift

City/State

Location Portugal/Torres Vedras

Department IS - Service Delivery

Apply Now (https://lde.tbe.taleo.net/lde02/ats/careers/v2/applyRequisition?org=GGS&cws=74&rid=8768)

ROLE TITLE: Service Desk & NOC Analyst (night shift)

REPORTING TO: Service Desk Team Leader

LOCATION: Torres Vedras, Portugal

COMPANY OVERVIEW

As a global leader in cash technology solutions, we provide the financial, retail, cash centre and gaming industries with confidence that their cash is protected and always working to help build a stronger business.

Our cash automation technologies and process engineering services help businesses in more than 100 countries optimise the handling, movement, and management of cash. While we span the globe, we personally engage with each customer to address their unique challenges and goals — enhancing staff efficiency, reducing operating costs and enabling a more rewarding customer experience.

We offer peace of mind. We enable transformation. We generate options. We empower people. We do all this by releasing companies from the burden of cash management, putting cash to work, and helping customers enhance the value that their staff and facilities add to their business.

We pride ourselves on customer focus, solution quality and our great team. We are growing and diversifying and are looking for talented people who are passionate about what they do and want to contribute to the next phase in our company’s success.

ROLE PURPOSE

The Service Desk Analyst is the first line of support for Glory and the service orchestrator for the rest of IS. To fulfil this position, one must have a good technical mindset, excellent customer service skills and a degree of patience. Being on the front line will involve a lot of exposure to senior individuals across the organisation, meaning that the Service Desk Analyst must always present themselves appropriately, demonstrating a high level of professionalism.

Additionally, the NOC (Network Operations Centre) agent ensures an active monitoring of the GGS Global network and react upon network issues/failures.

MAIN RESPONSIBILITIES

• Incident and Service Request logging, prioritisation and assignment

• Managing the Service Desk numbers, when on shift, at all times

• FTF (First Time Fix) of as many Incidents as possible, within SLA

• Accurate assignment of Incidents and Requests to other IS teams when unable to be resolve at first line

• Accurately capturing required details to log tickets

• Reporting on statistics as required

• Fulfilling the joiners, movers and leavers requests in accordance with regulatory compliance

• Network Monitoring

• Incident Response

EXPERIENCE AND QUALIFICATIONS

• ITIL Foundation preferred but not required

• Competent with Microsoft Office applications

• Qualified to degree level preferred but not necessary

• Experience working in a team on a 24x7 shift basis

• Experience working for a medium-sized enterprise business

• Experience working in the manufacturing industry, with appropriate knowledge of business applications related to such

• Good understanding of enterprise technologies

• Work well in a busy team, being quick to learn and able to deal with a wide range of issues

REQUIRED SKILLS AND COMPETENCIES

• Excellent Customer Service skills

• Strong foundation and / or passion for computing and IT

• Spanish and English fluency

• Good attention to detail, analytical skills and troubleshooting abilities

• Ability to work under high pressure

• Willing to work on a 24x7 rota (with appropriate remuneration)

• Fluent in English and Portuguese, as well as, at least, one of the following languages:

• French

• Spanish

• German

• Self-driven with a passion for the field and a thirst for personal development

• Understanding of network monitoring concepts and management tools

• Able to collate and interpret data from various sources

• Ability to assess faults, prioritise, respond and escalate accordingly

• Capable of multi-tasking, good time management and prioritisation of workload

• Clear communicator (both written and verbal)

• Good network diagnostic skills

• Strong analytical skills and able to collate and interpret data from various sources

GLORY SPIRITSThe Glory Spirits & Behaviours reflect the values and behaviours that are critical to the ongoing success of Glory and as such represent the foundations of our behaviour globally to lead us to realise our mission:

Value Creation - strive to create value for customersSelf-Starter - understand the objectives of your own work and are proactive in achieving goalsCollaboration - respect diversity and create a culture of collaboration to work with each other to achieve a common goalIntegrity - understand Glory’s mission and act with responsibility and pride to realise achievement and act and behave with high integrity and a strong sense of ethicsOwn Growth - leverage our own talent and achieve personal development by adopting a broader perspective; looking beyond our own work.

Equal Opportunities

Glory believes in equal opportunity for all qualified persons and will not discriminate against any applicant for employment because of race, colour, religion, marital status, national origin, gender, age, disability, veteran status, or any other status protected by law.

Third Party AgenciesUnsolicited resumes will not be accepted by Glory. Should an agency choose to send unsolicited resumes, Glory reserves the right to review such resumes but will not be held liable for any fees/charges associated with a candidate hire except where a formal written agreement is in place between Glory and the Agency to source candidates for a specific role.

An Equal Opportunity / Affirmative Action Employer / An E-Verify Employer

It is the policy of Glory Global Solutions, Inc. to provide equal opportunity for all qualified persons and not to discriminate against any applicant for employment because of race, color, religion, national origin, sex, age, disability, protected veteran status, or any other status protected by state or local law at the Glory Global Solutions, Inc. location to which this application is submitted. In addition, as a Federal Government contractor, all Glory Global Solutions, Inc. locations are affirmative action employers.

EEO Information http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf