Service Desk Analyst (Shift based)

Global Leaders in Customer Experience Automation

With a culture rooted in innovation, Glory’s people are transforming our customer’s businesses every day. Our automation solutions empower retailers, restaurants and financial institutions to save time, money, and deliver unrivalled customer experiences. Publicly listed and proudly international, Glory has been a trusted name for over 100 years, and a global leader for more than a decade. This reputation is built on our pioneering software and hardware combined with our dynamic people. Alongside our technology, it’s our people who drive our success.

Why Join Us

Here at Glory, our ambitions are as big as yours. And that’s why we are actively looking to recruit the best of the best. Join Glory and you will be part of the force driving our transformative technology and leading‑edge innovations. That’s because every Glory solution is powered by exceptional people like you. People with experience, skills and dedication. Here, we prioritise the development and well‑being of our people. Across vibrant and collaborative workplaces, you’ll team up with colleagues across the world to deliver remarkable solutions in more than one‑hundred countries. Looking to make a global impact? Join Glory in innovating the future of business transformation.

Role Purpose

We’re currently looking for a Service Desk Analyst to join our dedicated support team. In this role, the Service Desk Analyst is the first line of support for Glory and the orchestrator for the rest of IS. To fulfil this position and be successful, you must have a good technical mindset, excellent customer service skills and a degree of patience. Being on the front line involves exposure to senior individuals across the organisation, meaning that the Service Desk Analyst must always present themselves appropriately, demonstrating a high level of professionalism.

Main Responsibilities

• Incident and Service Request logging, prioritization and assignment
• Managing the Service Desk number, when on shift, at all times
• First Time Fix (FTF) of as many Incidents as possible, within SLA
• Accurate assignment of Incidents and Requests to other IS teams when unable to be resolved at first line
• Accurately capturing required details to log tickets
• Reporting on statistics as required
• Fulfilling joiners, movers, leavers and any other requests in accordance with regulatory compliance Internal Document

Required Education, Qualifications & Experience

Required Skills and Competencies

Glory Values

Shift Work is Required

Monday to Sunday, 5 working days a week

1am to 9am / 7am to 3pm / 9am to 5pm / 2pm to 10pm

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