Global Service Desk Analyst at MCS Group

Position	Global Service Desk Analyst
Posted	04 Jan 2026
Expired	03 Feb 2026
Company	MCS Group
Location	Belfast \| GB
Job Type	Full Time

Job Description:

Latest job information from MCS Group for the position of Global Service Desk Analyst. If the Global Service Desk Analyst vacancy in Belfast matches your qualifications, please submit your latest application or CV directly through the updated Jobkos job portal.

Please note that applying for a job may not always be easy, as new candidates must meet certain qualifications and requirements set by the company. We hope the career opportunity at MCS Group for the position of Global Service Desk Analyst below matches your qualifications.

Global Service Desk Analyst - Belfast Organisation: Global professional services / law firm Location: Belfast Role Summary This is a customer-facing, ITIL-aligned Global Service Desk role providing 1st and some 2nd line support to a large international user base across multiple time zones. The emphasis is on high-quality incident resolution, SLA adherence, and exceptional customer experience in a structured, enterprise environment. Key Responsibilities Primary point of contact via phone, email, live chat, and ticketing system Log, triage, and resolve incidents and service requests in line with SLAs Deliver customer-centric 1st line support, escalating where appropriate Support and promote self-service portals and knowledge base usage Accurately document incidents, resolutions, and updates Manage multiple queues and support channels simultaneously Identify trends and contribute to service improvement initiatives Support users across multiple global time zones Operate within defin ed ITSM / ITIL processes Required Experience & Skills Technical / Professional Minimum 1-2 years' Service Desk / IT Support experience Working knowledge of ITIL framework Strong experience with Windows OS, Cloud and Microsoft applications Familiarity with IT helpdesk / ticketing systems Proven ability to troubleshoot remotely (PCs, software, basic network issues) Experience working in a fast-paced, global, multicultural environment Personal / Soft Skills Strong customer service mindset Excellent written and verbal communication Calm, methodical problem-solving approach High attention to detail and process discipline Comfortable working in a globally distributed team Proactive, positive, and adaptable attitude Working Environment Enterprise-scale, highly standardised IT function Clear procedures, escalation paths, and governance Some autonomy in prioritisation, but within defined processes Strong emphasis on quality, consistency, and professionalism Ideal Candidate Profile Service Desk / IT Support Analyst (2 years) Background in corporate, MSP, or enterprise IT environments Comfortable with shift work and global support models Strong communicator who handles senior stakeholders well To speak in absolute confidence about this opportunity, please send an up-to-date CV via the link provided, or contact Daire O'Connor at MCS Group: ?? ?? Even if this position isn't right for you, MCS Group may have others that are. Visit our website for a view of all current opportunities.41bf1e1f-b16b-4260-a40a-17c77a06fd15

Job Info:

Company: MCS Group
Position: Global Service Desk Analyst
Work Location: Belfast
Country: GB

How to Submit an Application:

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