Job Description:

Job information Senior IT Service Desk Analyst from the Company JLL, this latest Senior IT Service Desk Analyst job vacancy is located in the city Hybrid work in London located in the country United Kingdom . This latest job opening is open to job seekers who have the latest education / graduate GCSE . Job Vacancies in this Senior field have been opened and published up to the specified time.

Job Responsibility:

JLL supports the Whole You, personally and professionally. Our people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology to our clients. We are committed to hiring the best, most talented people in our industry; and we support them through professional growth, flexibility, and personalized benefits to manage life in and outside of work. Whether you've got deep experience in commercial real estate, skilled trades, and technology, or you're looking to apply your relevant experience to a new industry, we empower you to shape a brighter way forward so you can thrive professionally and personally. JLL empowers you to shape a brighter way. Our people at JLL and JLL Technologies are shaping the future of real estate for a better world by combining world class services, advisory and technology to our clients. We are committed to hiring the best, most talented people in our industry; and we support them through professional growth, flexibility, and personalized benefits to manage life in and outside of work. Whether you've got deep experience in commercial real estate, skilled trades, and technology, or you're looking to apply your relevant experience to a new industry, we empower you to shape a brighter way forward so you can thrive professionally and personally. What this job involves: The Senior IT Service Desk Analyst will be responsible for identifying gaps, suggesting creative solutions, and implementing said solutions using the full power of the entire ITSM framework. These gaps may be across day-to-day operations, incident/request management processes, or overall SLA/XLA adherence. You will also be responsible for running our global IT knowledge management function, ensuring that the knowledge management team creates, updates, and maintains all knowledge. Given the digitization plans for the servicedesk, at least 2+ years of experience working with AI technologies is a must. This role requires at least 5 years of previous experience of operational service desk, service principals, knowledge management, and a customer experience led approach with a technical IT background. We require an energetic, adaptable candidate who seeks continuous improvement and thrives in rapidly changing situations putting the customer at the core of everything we do. Serving as escalation point of contact/SPOC for JLL End users, the service desk plays a critical role in forming a customers' perception of our business. As a result, it's important that the service desk is effective, consistent, prepared, and courteous. What your day-to-day will look like: Use ITIL V4 principles to partner with our 3rd party vendor and ensure they provide quality IT support including incident and service request management, managing escalations, and ensuring preservation of agreed SLAs and XLAs for service desk. Identify process, knowledge, and training gaps and suggest and implement creative and scalable solutions. Identify opportunities to implement automation and AI strategies to help digitize and improve our service offering. Work with Head of IT Service Desk to implement agreed upon automation or AI strategy, all the while ensuring that our knowledge can support it. Function as the end-to-end owner of global IT knowledge, working with all IT resolver groups and other stakeholders to build and run a global IT knowledge strategy including knowledge transfer, governance, effectiveness, and ease of use. Work with global IT teams to enable a “Service Desk needs to know first” mentality. Identify potential vulnerabilities, work with security and config teams to own the vulnerability management processes for the Service Desk. Work with IT's change management team to understand changes coming down-stream and create training/knowledge transfer opportunities for the BAU team. Build and present reports to the Head of IT Service Desk Strategy & Operations on all the above using the reports and dashboards built into ServiceNow and with Power BI. Required Skills and Experience: ITIL V4 Certified. Experience working within, and implementing ITIL V4 based ITSM framework and processes Experience of implementing ITIL's knowledge management processes. Experience of working with or implementing Generative AI, and other AI based technologies. Experience working within, and reporting from, the ServiceNow tool. Solid experience of working with various cloud-based IT technologies (for example: MS technologies, AWS env, Cisco based networks etc.). Experience of working within a global 24/5 or 24/7 IT ServiceDesk Natural communicator, working closely across different JLL business lines. Natural initiative taking abilities leading to creative solutions. Decisive, and can-do attitude Desired or preferred experience and technical skills: People management experience Nurture talent, manage succession planning and contribute to a high performing team. Strong organisational skills Power BI development experience Location: Hybrid. 1-2 days working from the offices in London. If this job description resonates with you, we encourage you to apply even if you don't meet all of the requirements below. We're interested in getting to know you and what you bring to the table! Personalized benefits that support personal well-being and growth: JLL recognizes the impact that the workplace can have on your wellness, so we offer a supportive culture and comprehensive benefits package that prioritizes mental, physical and emotional health. About JLL - We're JLL—a leading professional services and investment management firm specializing in real estate. We have operations in over 80 countries and a workforce of over 102,000 individuals around the world who help real estate owners, occupiers and investors achieve their business ambitions. As a global Fortune 500 company, we also have an inherent responsibility to drive sustainability and corporate social responsibility. That's why we're committed to our purpose to shape the future of real estate for a better world. We're using the most advanced technology to create rewarding opportunities, amazing spaces and sustainable real estate solutions for our clients, our people, and our communities. Our core values of teamwork, ethics and excellence are also fundamental to everything we do and we're honored to be recognized with awards for our success by organizations both globally and locally. Creating a diverse and inclusive culture where we all feel welcomed, valued and empowered to achieve our full potential is important to who we are today and where we're headed in the future. And we know that unique backgrounds, experiences and perspectives help us think bigger, spark innovation and succeed together.

Keywords : London jobs

Closed Date : 2025-04-11