IT Service Desk Analyst

Our Technology and Cyber practice are looking for a Service Desk Analyst to join the team.

The Technology and Cyber function enables Baringa's growth by providing the technology, digital infrastructure, cybersecurity, and business systems that support the firm globally. The team develops and manages modern cloud-based platforms and services, drives technology transformation and innovation, supports expansion into new markets, strengthens data security and resilience, and helps advance the firm's sustainability and operational goals. With a diverse team of specialists, the function is focused on delivering reliable, secure, and forward-thinking technology solutions across the business.

What you will be doing

• Working as 1st line technical support via phone and email, resolving customer queries in a timely and efficient manner.
• Log all incidents and requests and ensure that they are appropriately categorised. prioritized and assigned to the relevant team for resolution.
• Monitor and escalate incidents to the relevant team or external vendor where required, including rising of problem tickets when required.
• Liaise with other teams and departments to ensure timely resolution of incidents and requests.
• Identify and escalate any potential problems or issues to the Team Lead or Service Desk Manager.
• Provide regular updates to customers on the status of their incidents and requests.

Your skills and experience

• Proactive attitude with a willingness to get stuck in.
• Excellent English communication skills.
• A collaborative team player.
• Excellent attention to detail.
• Keen interest in Information Technology.
• Customer-focused approach.
• Eager to learn and develop new skills.
• Understanding of the Information Technology Infrastructure Library (ITIL V5) framework is desirable.

What a career at Baringa will give you

Putting People First.

Baringa is a People First company and wellbeing is at the forefront of our culture. We recognise the importance of work-life balance and flexible working and provide our staff amazing benefits. Some of these benefits include:

• Generous Annual Leave Policy: We recognise everyone needs a well-deserved break. We provide our employees with 5 weeks of annual leave, fully available at the start of each year. In addition to this, we have introduced our 5-Year Recharge benefit which allows all employees an additional 2 weeks of paid leave after 5 years continuous service.

• Flexible Working: We know that the ‘ideal’ work-life balance will vary from person to person and change at different stages of our working lives. To accommodate this, we have implemented a hybrid working policy and introduced more flexibility around taking unpaid leave.

• Corporate Responsibility Days: Our world is important to us, so all our employees get 3 every year to help social and environmental causes and increase our impact on the communities that mean the most to us.

• Wellbeing Fund: We want to encourage all employees to take charge and prioritise their own wellbeing. We’ve introduced our annual People Fund to support this by offering every individual a fund to support and manage their wellbeing through an activity of their choice.

• Profit Share Scheme: All employees participate in the Baringa Group Profit Share Scheme so everyone has a stake in the company’s success.

Diversity and Inclusion

We are proud to be an Equal Opportunity Employer. We believe that creating an environment where everyone feels a sense of belonging is central to our culture and that diversity is paramount to driving creativity, innovation, and value for our clients and for our people.

An award-winning workplace

You can be a part of our ‘Great Place to Work’ – with our commitment to women and well-being in the workplace for all. Click here to see some of our recent awards and how we’ve achieved this.

Using business as a force for good.

We maintain high standards of environmental performance and transparency, which can be seen through our commitment to Net Zero with our SBTI-verified Scope 1, 2 and 3 emissions reduction targets and our support of the Better Business Act. We report our progress publicly and ensure that we are also externally assessed and scored through organisations like CDP and EcoVadis - helping us to continually identify where we can improve.

We have a long legacy of supporting the communities in which we work, and offer a variety of ways to contribute, by putting people first and creating impact that lasts. Our Corporate Social Responsibility (CSR) agenda is about giving back to the communities in which we live and work by sharing our skills, talent and time. In essence, we aim to empower and encourage everyone in the firm to contribute to the things we care about, and support registered charities and organisations with a clear social or environmental purpose to increase the positive impact they can have.