Service Desk Analyst

Baringa · Sofia, Bulgaria

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<div class="content-intro"><h3>About Baringa </h3> Baringa is a global consulting firm that partners with leaders to drive change and create value. With deep industry expertise, and enabled by advanced technology, the firm helps clients to deliver with greater confidence and certainty. With over 2,000 people across the UK, Europe, North America, Asia and Australia, the firm combines global insight with local understanding. The firm works across energy and resources, financial services, government and public sector, consumer products and retail, pharmaceuticals and life sciences, manufacturing, and technology, media and telecoms, with capabilities spanning strategy, transformation and operational excellence – all powered by advanced technology, data, AI and digital innovation. Clients value Baringa’s collaborative approach and the way its teams integrate seamlessly – all working with a shared understanding of what matters most. The firm is known for its kind, curious experts who listen closely and care deeply about client success as they help clients transform energy markets, modernise financial platforms, expand telecoms and digital networks through advanced data analytics, enable digital services in government, and unlock growth in consumer sectors. Certified as a Great Place to Work around the world, Baringa has been recognised by the Financial Times in 22 categories of its UK Leading Management Consultants rankings, and by Forbes for four consecutive years as one of the World’s Best Management Consulting Firms.</div>  <h2>Our Technology and Cyber practice are looking for a Service Desk Analyst to join the team. </h2> 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.   <h3>What you will be doing</h3> <ul> <li>Working as 1st line technical support via phone and email, resolving customer queries in a timely and efficient manner.</li> <li>Log all incidents and requests and ensure that they are appropriately categorised. prioritized and assigned to the relevant team for resolution.</li> <li>Monitor and escalate incidents to the relevant team or external vendor where required, including rising of problem tickets when required.</li> <li>Liaise with other teams and departments to ensure timely resolution of incidents and requests.</li> <li>Identify and escalate any potential problems or issues to the Team Lead or Service Desk Manager.</li> <li>Provide regular updates to customers on the status of their incidents and requests.</li> </ul> <h3>Your skills and experience </h3> <ul> <li>Proactive attitude with a willingness to get stuck in.</li> <li>Excellent English communication skills.</li> <li>A collaborative team player.</li> <li>Excellent attention to detail.</li> <li>Keen interest in Information Technology.</li> <li> <div>Customer-focused approach.</div> </li> <li> <div>Eager to learn and develop new skills.</div> </li> <li> <div>Understanding of the Information Technology Infrastructure Library (ITIL V5) framework is desirable.</div> </li> </ul> <h2>What a career at Baringa will give you </h2> <h3>Putting People First. </h3> <h3>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: </h3> <ul> <li data-leveltext="" data-font="Symbol" data-listid="33" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="1" data-aria-level="1">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. </li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="33" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="2" data-aria-level="1">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. </li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="33" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="3" data-aria-level="1">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. </li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="33" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="4" data-aria-level="1">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. </li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="33" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="5" data-aria-level="1">Profit Share Scheme: All employees participate in the Baringa Group Profit Share Scheme so everyone has a stake in the company’s success. </li> </ul> <h3>Diversity and Inclusion</h3> 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.  <h3>An award-winning workplace</h3> You can be a part of our ‘Great Place to Work’ – with our commitment to women and well-being in the workplace for all. <a href="https://www.baringa.com/en/impact/awards/">Click here</a> to see some of our recent awards and how we’ve achieved this.  <h3>Using business as a force for good. </h3> 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.<div class="content-conclusion"><h3>Join us</h3> All applications received will be reviewed by a member of our Talent Acquisition team. We never rely solely on automated screening or AI tools to make hiring decisions. Your application will be considered for employment without regard to race, ethnicity, religion, gender, gender identity or expression, sexual orientation, nationality, disability, age, faith or social background. We do not filter applications by university background and encourage those who have taken alternative educational and career paths to apply. We would like to actively encourage applications from those who identify with less represented and minority groups. We operate an inclusive recruitment process, ensuring reasonable adjustments where needed. Please contact a member of our Recruitment Team to discuss further.   <h3>Baringa Privacy Notices</h3> For UK & EU Your personal data will be retained by Baringa for up to two years, in accordance with our <a href="https://www.baringa.com/globalassets/careers/dp-004-ukrpn---uk-recruitment-privacy-notice-pdf.pdf">UK Recruitment Privacy Notice / </a><a href="https://www.baringa.com/globalassets/careers/dp-005-eurpn---eu-recruitment-privacy-notice-pdf.pdf">EU Recruitment Privacy Notice</a>, to evaluate your application and meet our legal and reporting obligations. In line with the General Data Protection Regulation (GDPR), you have the right to request access to, rectification, or erasure (subject to legal limitations) of your personal data. For more information, please contact us at <a href="mailto:privacy@baringa.com">privacy@baringa.com</a> For the USA Your personal data may be retained by Baringa for up to two years, as outlined in our <a href="https://www.baringa.com/globalassets/careers/dp-007-nerpn-amer--apac-recruitment-privacy-notice-word.pdf">Recruitment Privacy Notice (AMER & APAC)</a>, to support the recruitment process and internal reporting requirements. Where applicable, and in accordance with relevant federal and state laws, you may have the right to request access to or correction of your personal information. For further details, please contact <a href="mailto:privacy@baringa.com">privacy@baringa.com</a> For Australia & Singapore Your personal data will be retained by Baringa for up to two years, in accordance with our <a href="https://www.baringa.com/globalassets/careers/dp-007-nerpn-amer--apac-recruitment-privacy-notice-word.pdf">Recruitment Privacy Notice (AMER & APAC)</a>, to assess your application and meet applicable reporting and legal obligations. In line with the Australian Privacy Act and Singapore’s Personal Data Protection Act (PDPA), you may have rights to access, correct, or request limited deletion of your personal data. For more information, please contact us at <a href="mailto:privacy@baringa.com">privacy@baringa.com</a></div>