Global Shares is a leading provider of public and private global stock plan services. Our employee share ownership plan technology is award-winning, and our range of products and services make equity plan administration simple, secure, and globally compliant. Global Shares is a regulated entity in the financial services sector.

Why we need you:

We are further expanding our Service Desk Team and are looking for self-driven, customer focused, Service Desk Analysts with German along with English language skills to join us to drive operational excellence. This includes but is not limited to the responsibility of managing all service delivery processes related to the identification, prioritization, and resolution of customer and participant service requests and incidents, ensuring the highest quality of customer service experiences are delivered and that Global Shares processes are followed in that process. Responsibilities also include managing the efficient flow of contact volume through multiple inbound channels, which include JIRA service desk, phone and self-service ensuring work is distributed and completed in a timely fashion. The analysts responsibilities include written and phone communication, status and SLA reporting, and supporting the business goals and objectives.

What you will do:

To fit this role you will be highly motivated, able to work independently and revel in problem-solving and looking for new solutions.

• Be fully conversant in the Service Desk / Customer Support function and associated processes
• Providing timely response to tickets in the Service Desk system
• To be comfortable working with clients, employees and partners at all levels
• Monitoring of Service desk ticket queues
• Be competent in the identification and resolution of software specific issues
• Providing 1st and 2nd level response to users
• Provide ad-hoc training and education to users
• Creation and maintenance of Knowledge Base articles
• Accurately record ticket resolutions
• Escalating unresolved issues to 2nd and 3rd line support teams
• Interact with other areas of the company in resolving queries raised by clients and participants (IT, Product Design, Sales, etc)
• Recording and validation of ticket data to ensure that it is accurate and correctly defined.
• Managing ticket queues and assigning or escalating as required
• To be fully conversant with the Incident, Service Request and Change Process
• Maintaining contact with customers throughout the ticket life cycle
• To support and mentor 1st level support teams
• Notify Service Desk management team of any issues with the operational process
• To identify and recommend areas for improvement within the Service Desk function that support and add value to business activities.
• Supporting the organisational vision and mission
• To promote the use of process and standards across the Enterprise
• Ensure tickets are resolved within defined SLA?s, escalating exceptions to Service Desk Managers

What you have:

• University degree in Economics, Finance or equivalent work experience desired
• English language domain is mandatory.
• Other Languages: German, both written and spoken
• 3+ years of experience within a Customer Support role, preferably in the Financial Services or Software industry
• Excellent customer service skills and telephone etiquette.
• Strong problem-solving skills.
• Client focus, interpersonal and ability to network
• Track record of setting Service Desk standards and developing guidelines, as well as helping others interpret policy.
• This position requires a high degree of discretion and judgement.
• HDI Support Centre Analyst strongly valued
• Knowledge Centred Support (KCS) Certification strongly valued
• ITIL Foundation Certification preferred
• Extensive knowledge of computer and telecommunications strategies, environments, equipment, operating systems, development tools and methodologies.
• Track record of working with software management applications (JIRA & Atlassian suite or other similar applications)

Bonus points if you also have:

• Experience in JIRA & Atlassian
• Experience with Contact Center solutions - preferably the Five-9 cloud contact center tools

What we offer:

• Opportunity to be part of something special, Global Shares are growing fast, and we want you to be part of our journey
• Competitive salary
• Employee Assistance Programme
• Flexible working
• Active Social Club with events throughout the year
• Fresh fruit
• Casual dress code
• Fully subsidised CEP exams
• Opportunity to travel and work in our global offices if desired

What our interview process is like:

Step 1 After you apply, a recruiter may reach out to you for an introductory call

Step 2 If your background is a match for the role, you may be required to complete a technical assessment (role depended) and/or phone interview with 1-2 people

Step 3 If you continue through the process, you will come onsite 1-2 times to interview

We are committed to an inclusive and diverse Global Shares. Global Shares is an equal opportunity employer.

Want to see more? Have a look at what life is like in Global Shares in our video linked on our career?s page: https://vimeo.com/292637812