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Unleash your potential with SHL.
We have an exciting opportunity at SHL for a 10-12 month placement opportunity (sandwich placement) starting June-Sept 2023.
The Role
As an IT Support Analyst, you will provide both essential advice and assistance to colleagues across the world with the IT that they use each day at work.
It is essential that you are a strong communicator, a good listener and have sound technical know-how to enable you to resolve the wide variety of issues that are faced by the Service Desk. Key to success is having the aptitude to work hands on with a desire to find workable solutions to user problems.
This role will provide exposure to a range of IT specialties such as networking, QA, Security, compliance, back office etc.
Key Accountabilities
Our Global Service Desk provides both in-person and phone-based guidance to SHL staff across the globe. This is an outstanding position for an person who has excellent technical and customer service know-how and enjoys taking care of a wide-variety of duties while working in a fast-paced and friendly global environment.
The Global Service Desk provide technical support for desktop hardware and software by identifying issue(s),determining and implementing appropriate resolution, and communicating the resolution to the customer.
- Troubleshoot and provide resolution upon initial contact when possible, using remote management tools
- Escalate or re-assign tickets to other departments when required
- Maintain accurate up-to-date status on all tickets
- Ensure no tickets are older than 3 days in personal queue
- Provide local IT assistance for hardware and software issues
- Assist with mobile device issues
- Perform new user/new hire equipment set up
- Perform basic hardware and workstation repairs
- Develop and maintain technical documentation for desktop hardware and software applications
- Meet or exceed all Global Service Desk metrics and process requirements (ticket management protocols, time tracking, communication requirements, etc.)
- Ensure that all users have been properly communicated before closing a ticket request
- Treat all colleagues with courtesy and professionalism
- Serve as point of contact for management
About You
What we are looking for
- A candidate studying for a Computer related degree course.
- Ideally knowledge of/experience with some of the following: Windows 10\11, Office 365, Outlook, SharePoint, Chrome/IE/Firefox, Mac devices, iPhones.
Also looking for
- Enthusiasm for providing excellent customer service
- Strong English written and verbal communication
- Aptitude to work in a fast-pace environment; to multi-task, change direction, effectively prioritize, and meet timelines
- Interest in being part of a team, and aptitude to work effectively with both local and remote staff, teammates and managers
- Able to lift, carry and bend as required to install common end user computing items including desktop PCs and monitors, desktop telephones, desktop printers, and power protection devices.
The candidate must have the right to work in the UK.
About Us
SHL helps companies optimize performance and productivity through deep people insights. Our market-leading people analytics and technology equip leaders and their teams to make confident, data-driven talent decisions that lead to stronger business outcomes.
We anticipate, and help organizations solve, their most pressing talent challenges. Our science and technology maximize the potential of people through data driven insights, an unmatched portfolio of products, engaging experiences built on science and global expert services.
From Talent Acquisition through Talent Management we create diverse, agile, and innovative workforces across the globe. We need highly motivated people to join our dynamic global team. We’re driven by Strong Connections, Curiosity, Fearless Innovation, and Impact.
What SHL can offer you
- A culture comprised of diverse, global teams who have a passion for collaboration and client service.
- A comprehensive benefits package.
- Support, coaching, and on-the-job development to achieve career success.
- The ability to engage, influence, and impact a broad array of the world’s leading executives.
Our mission is to maximize people’s potential.
At SHL, we love what we do and the good it creates for our customers and our people, it’s our obsession. Our culture is inclusive; we embrace diverse perspectives and collaboration to drive forward innovation and growth. We build strong relationships based on honest conversations, ongoing feedback and a healthy dose of fun.
We challenge, inspire and develop each other, which empowers us to own our destiny and our careers. We support each other – always. If this is important to you, consider a career at SHL.
SHL is an equal opportunity employer.
