Department: Workplace Services
Department detail: Service Desk
GSMA Entity: GSMA Mutual
Location: London
Position type: Fixed Term Contract until December 2024
Reporting to: Head of Service Desk
About The GSMA
The GSMA represents the interests of mobile operators worldwide, uniting more than 750 operators with over 350 companies in the broader mobile ecosystem, including handset and device makers, software companies, equipment providers and internet companies, as well as organisations in adjacent industry sectors. The GSMA also produces the industry-leading MWC events held annually in Barcelona, Los Angeles and Shanghai, as well as the Mobile 360 Series of regional conferences.
Every Day We Work To Harness The Power Of Mobile To Achieve Our Industry Purpose – Connecting Everyone And Everything To a Better Future – Through Four Main Activities
- We provide strategic direction and thought leadership to our members
- We drive collaborative industry programmes aimed at maintaining operator relevance in the digital world
- We advocate for the industry to regulators, policy makers and society as a whole
- We convene the broad mobile communications ecosystem at our industry leading events
About The Team
You will be joining a committed and highly experienced global team, supporting circa 800 staff located across the globe. Alongside the day-to-day application support and service desk work streams, the team also contributes to the successful delivery of GSMA events, such as MWC Barcelona, Shanghai and North America, as well as other technology projects and initiatives.
What The Hiring Manager Says
“We are looking for a self-motivated and versatile individual with a wide range of abilities, exceptional communication skills and an outgoing personality. You will be dealing with a mix of first and second line issues using best-in-class tools and industry best practices, with a strong focus on customer service and operational excellence.”
About The Role
As a Service Desk Analyst, you will support both internal and external customers using ServiceNow. You will provide first-line application support while also dealing with a variety of first and second line Service Desk tasks working to SLAs and KPIs ensuring all incidents are managed on our Service Management tool, triaged and escalated accordingly.
The role is office based and covers a shift pattern from 7am to 7pm Monday to Friday
You will have the opportunity to work closely with the team on the successful delivery of GSMA events, IT projects and service improvements.
The Main Duties Are As Follows
- Provide first line and Second line IT support and a first line Application support, answering support queries face to face and via the IT Service Management tool.
- Take ownership of issues and work proactively to resolve them.
- Proactively anticipate end user needs and provide a high standard of customer service at all times.
- Identify knowledge gaps, support trends and suggest improvements based on industry best practices.
- Ensure work is completed in line with KPI targets and defined SLAs and that all worked is tracked via the IT Service Management Tool.
- Provision and support laptops (Mac and Windows) and mobile devices (iOS and Android) globally.
- Manage new starters, leavers, staff changes and the provisioning and decommissioning of IT equipment according to the agreed procedures and policies.
- Contribute to technology projects and GSMA events and provide timely reports on progress.
- Ensure that the asset management system is up-to-date, and stock is tracked, replenished and recycled in line with GSMA policies
- Work closely with the Infrastructure Team, the Information Security Team, the wider IT Team, as well as third party service providers and ensure that issues are escalated appropriately.
About You
Pre-requisites and experience:
- Proven Application Support/Service Desk experience
- Excellent technical knowledge of Laptops and Mobile devices
- Experience with ITIL processes and ITIL certifications would be an advantage
- Understands client-server technology and basic server administration.
- Experience of Windows 10/11 and Mac OS.
- Excellent troubleshooting skills of standard Microsoft Office suites
- Experience with Office 365, Exchange Online, Office Applications, Adobe Tools.
- A practical understanding of Entra, DNS, DHCP and Active Directory
- Exposure to enterprise grade endpoint security and encryption solutions
- Experience with laptop provision via Intune and JAMF
- Analytical and problem solving skills
- CompTIA A+, Network+ or MCP certifications an advantage but not essential
- Familiarity with OKTA and identity solutions would be advantageous
- Ability to adhere to GSMA policies and procedures.
Person Specification
- Analytical and problem solving skills
- Independent, self-motivated and self-directed individual.
- Must have a proactive, can-do attitude
- Ability to work autonomously and as part of a team.
- Excellent communicator – good telephone manner, fluent written and spoken English
- Highly flexible & customer focused.
- Excellent problem solving skills.
- Highly organized.
Contract type
Fixed Term Contract (Fixed Term)
Worker type
Employee
What We Offer
Working at the GSMA offers you unparalleled access to the mobile industry. We offer a chance to truly shape the direction of mobile, whatever your role. By joining the GSMA, you will be exposed to a fast-paced rapidly evolving environment, working on global solutions, genuinely fascinating and industry-changing projects and a stimulating and dynamic environment designed to enable you to flourish.
In addition to architect-designed offices and competitive compensation, our benefits include fantastic learning & development opportunities, generous holiday allowances, four additional days off for professional development and many others.
To learn more about the GSMA, visit our career site, our LinkedIn page and our Twitter page.
Being You at the GSMA
We are one of the most diverse companies you will ever come across, we care deeply about equality and inclusivity and aspire to be the best at it. Your well-being and work/life balance is important so if you prefer to work flexi-time or a day from home, just ask. We’re keen to ensure everyone is equal, represented and connected so we particularly encourage applications from all demographics. The success of the GSMA year on year will continue to be contributed by people from all walks of life.
GSMA Values
Our values not only drive our culture – they shape how we work and interact inside and outside our global organisation.
Passionately driven
We approach everything we do with unparalleled capability, tenacity and commitment, knowing that the challenging scale, pace and complexity of our work is what leads to its world-changing impact.
Insightful leaders
We continually develop and engage our expertise, insight and creativity so that we’re always ready to respond to the changing landscape with authority, agility and nuance.
Stronger together
We lean on each other so the industry can lean on us, embracing our diversity by actively seeking out perspectives and skill sets beyond our own, fuelling each other’s successes and constantly asking how we can help.
Underpinning our values is our collective mindset to show up purposefully as good human beings every day, in every situation. When we’re at our best – we are collaborative, considerate and compassionate to others, and we create a safe space for one another to thrive, assuming positive intent in our colleagues. And if we aren’t at our best and the pressure is on – we feel free to be ourselves but still remain curious, lean into the tough stuff and we are always respectful to others and accountable for the part we play.