Global Service Desk Analyst

Northern Ireland Water Limited; Belfast; On-site; GBP 25,000 - 35,000; Full time

Job summary

A global professional services provider seeks a Global Service Desk Analyst based in Belfast. This customer-facing role involves providing 1st and some 2nd line support to a large international user base. Candidates should have 1-2 years of service desk experience and a strong understanding of ITIL. Excellent communication and customer service skills are essential as you'll handle support requests across multiple time zones. A proactive attitude and adaptability in a global team are key for success.

Qualifications

• Minimum 1-2 years' Service Desk / IT Support experience.
• Strong experience with Windows OS, Cloud, and Microsoft applications.
• Proven ability to troubleshoot remotely.

Responsibilities

• Primary point of contact for customer support.
• Log, triage, and resolve incidents as per SLAs.
• Deliver customer-centric 1st line support.

Skills

Service Desk / IT Support experience

Working knowledge of ITIL framework

Experience with Windows OS

Strong customer service mindset

Excellent communication skills

Job description

Global Service Desk Analyst - Belfast
Organisation: Global professional services / law firm
Location: Belfast

Role Summary

This is a customer-facing, ITIL-aligned Global Service Desk role providing 1st and some 2nd line support to a large international user base across multiple time zones.
The emphasis is on high-quality incident resolution, SLA adherence, and exceptional customer experience in a structured, enterprise environment.

Key Responsibilities

• Primary point of contact via phone, email, live chat, and ticketing system
• Log, triage, and resolve incidents and service requests in line with SLAs
• Deliver customer-centric 1st line support, escalating where appropriate
• Support and promote self-service portals and knowledge base usage
• Accurately document incidents, resolutions, and updates
• Manage multiple queues and support channels simultaneously
• Identify trends and contribute to service improvement initiatives
• Support users across multiple global time zones
• Operate within defined ITSM / ITIL processes

Required Experience & Skills

Technical / Professional

• Minimum 1-2 years' Service Desk / IT Support experience
• Working knowledge of ITIL framework
• Strong experience with Windows OS, Cloud and Microsoft applications
• Familiarity with IT helpdesk / ticketing systems
• Proven ability to troubleshoot remotely (PCs, software, basic network issues)
• Experience working in a fast-paced, global, multicultural environment

Personal / Soft Skills

• Strong customer service mindset
• Excellent written and verbal communication
• Calm, methodical problem-solving approach
• High attention to detail and process discipline
• Comfortable working in a globally distributed team
• Proactive, positive, and adaptable attitude

  Working Environment

  • Enterprise-scale, highly standardised IT function
  • Clear procedures, escalation paths, and governance
  • Some autonomy in prioritisation, but within defined processes
  • Strong emphasis on quality, consistency, and professionalism

  Ideal Candidate Profile

  • Service Desk / IT Support Analyst (2+ years)
  • Background in corporate, MSP, or enterprise IT environments
  • Comfortable with shift work and global support models
  • Strong communicator who handles senior stakeholders well

  To speak in absolute confidence about this opportunity, please send an up-to-date CV via the link provided, or contact Daire O'Connor at MCS Group:

  📞 028 9693 5515
  📩 [e-mail]

  Even if this position isn't right for you, MCS Group may have others that are. Visit our website for a view of all current opportunities.