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Service Desk Analyst (Service Now)

Posted on Jan 1, 2020 by Darwin Recruitment

Zürich, Switzerland
Immediate Start
Annual Salary

Service Desk Analyst

My client who are a large financial institution based in Zug are recruiting a Service desk analyst to support the day to day queries and jobs using their central ticket system (Service Now).


  • Ticket Management (ServiceNow); Opening / Re-Assigning / Chasing / Auditing / Authorising / Resolving
  • Providing full phone, desk side, remote support during open office hours User Administration (Active Directory, Exchange); New Starter / Leavers / Transfers /Password Resets / Account unlocks / Printer configurations / Mobile Phone Setup / Floor Walks / E-mail release / Active Directory administration / web-based account administration.
  • Software Deployment; Altiris (Windows Clients); Device Enrolment Program
  • Primary Investigation / Info gathering - Workspace / Production website environments
  • Data Backup, migration and recovery - Virus Scanning / Encrypted USB Drives / SFTP and Encrypted e-mail
  • Running an IT Introduction Presentation & ensuring all training material is relevant
  • Responsible for end user training
  • Consumable Maintenance - Order management of peripherals and Asset Management
  • Meeting space IT maintenance - Maintain all IT equipment in training and meeting room and be responsible for both audio and visual displays
  • User Desk Moves- Working with Logistics/Facilities and Network teams to ensure all user moves are completed without incident
  • Assistance of Incident Management & Major Incident- Effective 1st Line Triage of workspace incidents
  • Bespoke software administration
  • Liaising with 3rd party vendors
  • Travel to remote office locations, providing on-site support
  • Required Experience

  • At least 2 - 3 years of experience in a Service Desk / Technical Support role
  • Managing change within a fast paced, live production environment
  • Proven problem solving and analytical skills
  • IT support qualification and/or extensive experience
  • Excellent customer service skills
  • Excellent knowledge of Windows 10
  • Experience in managing and supporting deployment tools, such as Altiris
  • Experience of using the following; Active Directory; Microsoft Exchange; ITSM Tool (ServiceNow)
  • Proficient skills in the Microsoft Office Suite
  • Fantastic team player, also able to work well as part of a distributed team of analysts
  • Executive level relationship management
  • Experience of AV support, such as video conferencing, corporate events
  • Nice to have

  • ITIL v3 foundation qualification
  • Knowledge of MAC OSX Operating systems
  • Experience of scripting/coding, for example PowerShell
  • ServiceNow Administrator
  • Financial sector experience
  • Please click apply or send your CV directly to

    Reference: 820520984

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