Rentokil Initial is an international business services company employing over 35,000 colleagues across 70 countries.We strive to protect people and enhance lives, for example by controlling pests, improving hygiene and improving interior spaces with plants and scenting.We are experts in the fields we operate in, investing in training, science, innovation and technology.Listening and acting on feedback is part of our culture to support colleagues and our customers. Rentokil Initial regards equality and fairness as a fundamental right of all of its colleagues.We live our values of Service, Relationships and Teamwork which were identified by our colleagues across the world.
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The Rentokil Initial family of businesses:
Rentokil Pest Control is the world's leading commercial pest control company, operating in 70 countries and ranked in the top 3 in 65 of those countries.Ranking in the top 3 in 38 of the 44 countries we operate in, Initial Hygiene is the market leader who provides quality, diligent and friendly services to all customers.In France, Initial Workwear specialises in the supply and laundering of workwear, garments and protective uniforms and equipment; focusing on top quality products and services.Our plant business; Ambius is seen as the expert in interior and exterior "landscaping"; operating across the US, Europe, Asia & Pacific .Steritech Brand Protection by Rentokil Initial is an industry leader and pioneer, providing innovative solutions that help customers to mitigate risks and drive business growth.We also have specialist businesses such as Medical Services, Specialist Hygiene and Property Care, which lead their respective fields.Across all of our operations globally, we have a positive reputation amongst our customers for our knowledge and integrity.We have central support functions of Human Resources, IT, Finance, Legal and Marketing & Innovation in the Rentokil Initial Head Office locations and in country.Working within our functions departments, you would be supporting all of our business globally.
Requirements
We are currently looking for a Service Desk Analyst. This will be on a Monday to Friday between the hours of 7 and 5 (shift based hours, 7:00 - 15:30, 8:00 - 16:30 and 8:30 - 17:00). The Analyst must have 1+ years' experience. The IT Service Desk operates as a single point of contact for IT issues and can manage a high volume of enquiries. Candidates must be highly motivated, customer focused, prepared to be flexible within the wider IT customer service team and capable of working under pressure during peak periods. The Service Desk Analyst will be responsible for their individual workload as well as assisting/ supporting their colleagues during peak periods, holiday and sick cover. The candidate must therefore have excellent time management skills and be able to prioritise work effectively.
Benefits
Experience and Qualifications:
• A minimum of 5 years' experience of:
• Working in a Service Desk providing support to a complex customer base
• Diagnosing and resolving IT related support requests (hardware, software and applications)
• Processes and procedures based on the ITIL Framework (Incident, Problem, Change etc.)
• Contributing to the improvement of service processes and customer satisfaction
• Senior knowledge of Service Desk, with the ability to support others and upskill colleagues
• ITIL Foundation (essential)
• SDI Service Desk Analyst (desirable)
• Microsoft MCSE, A+ Certification or equivalent experience (desirable)
Person Specification:
• Technical Knowledge:
• The role holder should have a understanding of the following technologies
• Desktops and laptops and associated peripherals
• Printing
• Google Chrome, Android and Microsoft operating systems
• Google mail and standard email protocols
• Mobile phones and tablets
• Network protocols, mobility services and VPN
• Remote desktop tools (Bomgar preferred)
• Service Management tools (ServiceNow preferred)
• Skills and Abilities:
• The role holder should have the following:
• Excellent Customer Service skills
• Ability to work under pressure and to tight deadlines
• Good organisational, interpersonal and written communication skills
• Ability to operate autonomously and in a directed team effort
• Ability to cope with the unexpected
• Attention to and respect for detail
• Excellent telephone manner
• Ability to be assertive in order to achieve results Personal Attributes, Core Values & Behaviours:
• The role holder should demonstrate the following attributes and behaviours:
• Committed to delivering excellent service and continuous improvement
• Energy, drive and fairness
• Flexible, versatile and adaptable
• Thrives in a demanding role
• Is at ease with a constantly changing environment
• Focuses on detail and completion
• Responsible, accountable and customer focused
• Well organised and efficient