Global Service Desk Analyst

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

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.

• 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

• 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

• 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

• 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

• 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:
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📩 d.oconnors

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