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IT Support Analyst (Service Desk)

  • Role Type
  • Permanent

  • Location
  • Any Ricardo office globally

  • Closing Date
  • 30/11/2022

Job Description

Ricardo is looking to hire an experienced IT Support Analyst to join our Global Service Desk Team to provide first level IT support. You will be a natural trouble-shooter with a talent for multi-tasking and prioritising workload, in addition to attention to detail to progress service desk calls.

The Global Service Desk operates rota-based shifts and out-of-hours service, and so the working pattern will vary, and will include starting before and finishing after office hours, and being on call out-of-hours for emergencies, i.e. overnight, weekends, and public holidays.


Perform and undertake all aspects of support service (telephone calls, voicemails, call backs, email etc.) to ensure the successful resolution of issues
Maintaining client expectations by providing regular updates on ticket statuses and outlining expected response times
Monitoring and maintaining the support email queue
Troubleshooting hardware and software issues remotely
Installing and configuring various applications
Escalating and assisting with Incident Management
Process documentation creation & improvement


Strong troubleshooting skills with experience of working on a Service Desk, preferably within Vivantio or ITIL framework
Good telephone manner with experience of assisting a variety of external customers
Good written English, with experience of dealing with external customers by email.
A genuine interest in developing your career within Information Technology