Service Desk Analyst

Cluj, Romania | Job Posted 24/05/2017

The Technology Operations Team provide the infrastructure and tools that Darwin is built, sold and serviced on. Your ultimate aim will be to deliver a seamless experience to both employees and our Clients, encompassing speed, resilience and enterprise-class technology solutions.

As a sub team, the Service Desk is here to support employees and all things related to tech! You will be responsible for laptops, PC’s, phones and all other tech equipment around the office as well as administering and advising on every piece of software used across the business. You will be the first port of call for any of your questions, incidents or requests. 

You will be working within a fast-paced Technology Operations Team headquartered in the UK.


What will you be doing:

  • Resolving incidents and service requests received via the Technology Service Desk
  • Support analysis and advice to internal and external users
  • Logging, classifying and prioritising incidents and service requests via the service desk software
  • Ability to prioritise incoming queries/issues and work load, manage expectations of resolution times
  • Resolution of incidents and service requests within the agreed Operational Level agreements
  • Technology procurement as directed
  • Organising repairs with external 3rd Party support organisations
  • Setup new PCs and laptops
  • Active Directory administration
  • End user support of network and printers


We are looking for a PINK person, with:

  • A keen interest in technology and delivering high customer service standards
  • Excellent English communication skills
  • High attention to detail
  • A commitment to quality and a thorough approach to work
  • Ability to work well within a team
  • Flexible attitude, ability to perform under pressure
  • Would be a plus:
    • ITIL Foundation


What we offer:

  • A yearly budget and the opportunity to build your own flexible benefits package
  • Work as part of a geographically distributed team, with colleagues in UK and Singapore
  • Fast-paced, agile work environment and the opportunity to work with our impressive clients