Service Desk Agent Career Opportunities

Service Desk Agent (m/f/d) - Part time



Organization

Established by the Financial Stability Board in June 2014, the Global Legal Entity Identifier Foundation (GLEIF) is a not-for-profit organization created to support the implementation and use of the Legal Entity Identifier (LEI). GLEIF manages a network of partners, the LEI issuing organizations, to provide trusted services and open, reliable data for unique legal entity identification worldwide. GLEIF services ensure the operational integrity of the Global LEI System and facilitate making the LEI a broad public good available on our website. As a result, the LEI remains the industry standard best suited to providing open and reliable data for unique legal entity identification management. Learn more at www.gleif.org

Position summary

The Service Desk Agent provides the first line of service support to the public for all of GLEIF’s services. This role, supported by the IT, Service Management, and Business Operations teams, gives authorized standard responses on agreed topics, performs first analysis of issues and incidents and escalates more complex enquiries in line with GLEIF policies and procedures. This position is responsible for the quality, scope, effort, and timeliness of his/her initial responses to all enquiries received at the Service Desk. We seek an individual with the ambition and skill, to work in a highly motivated team.

Key Responsibilities

  • Give pre-authorized standard responses on an agreed range of topics. Help maintain a listing of standard questions and responses that is accessible internally to GLEIF personnel
  • Gain and keep updated an overall basic knowledge of the Global LEI System and GLEIF’s service provision processes and infrastructure to accurately perform first analysis of issues and incidents
  • Direct enquirers to more appropriate sources of information whenever necessary
  • Escalate more complex enquiries in line with GLEIF policies and procedures
  • Collaborate with IT, Service Management, and Business Operations teams, to develop new standard responses to queries, update existing knowledge base and extend user documentation
  • Act in compliance with all GLEIF policies and procedures, where applicable
  • Work together with the Incident and Request Fulfillment Process Manager and participate in the corresponding process quality circles
  • Maintain a consistently professional, calm and polite tone in all communications with the public
  • Proactively apprise the IT, Service Management, and Business Operations teams of trending topics and additions or changes to the listing of standard questions and responses

Experience and competencies for success

  • At least 2 years of experience of first line IT or Information Service Support
  • University degree in Computer Science, Information Science, Information Services Management, or similar technical / professional training qualifications preferred
  • Experience with Incident and Request Fulfillment processes (ITIL) would be advantageous
  • Understanding of, and experience with, internal content / knowledge management systems, documentation and technical authoring tools and practices advantageous
  • Experience and general understanding of data, information services (operation and service transition), and interpreting business process documentation
  • High level of curiosity and ability to research independently, learn fast, find information, make connections between apparently unrelated issues
  • Very good analytical thinking and understanding of processes
  • Team spirit and good communication skills; experience communicating with the public in a customer service role
  • Ability to escalate non-standard issues and follow a consistent message to provide reliable answers
  • Customer focus, perseverance and desire to provide relevant, accurate information consistently to all enquirers
  • Flexible and able to work in a dynamic work environment
  • Fluent spoken and written English, additional language skills advantageous
Department: IT Development & Operations
Reports into: Head of IT Development & Operations
Management responsibility: No
Location: Frankfurt
Scope: Part-time (20 hours/week)

All foreign applicants from outside the EU must have a valid work permit to work in Germany.

What we offer

This is an opportunity to make an impact on the transparency of the financial services and other industries in a not-for-profit, stable business that is committed to investing in the foundation, its partner relationships and its employees. You will join a highly motivated team, with the mission to successfully implement the Global Legal Entity Identifier System. Compensation and benefits will be of course adequate to the position.

In addition, we provide:

  • Professional development
  • Join and work with us in a flexible and mobile working environment
  • Multicultural organization with the office directly in the city center of Frankfurt
  • Open office space that facilitates & encourages collaboration; headphones allowed
  • Beverages & fresh fruit
  • Subsidized gym membership
  • iMac workstation with 2 displays; custom keyboard if required
  • Company iPhone & Macbook

We look forward to your application. Please send your résumé alongside a letter of interest to hr@gleif.org.