Vacancy description


Service Desk Analyst (0176)

The Role

We are looking for a First Line Service Desk Analyst to join our Global Service Desk team.

The Service Desk Analyst role will:

  • To provide first line telephone-based support of ED&F Man services to internal customers within agreed service levels with a constant focus on customer service and satisfaction.  
  • To resolve reported Incidents to the customer’s satisfaction, using approved methods, tools and procedures and in accordance with published KPI’s and internal SLA’s.
  • To accurately diagnose, record, classify, prioritize and assign unresolved Incidents (using agreed Incident Management, Call Management and Service Desk processes) to provide the best possible outcome for the customer.
  • To communicate clearly with customers about Incidents and service affecting issues at all times. Drive the efficiency and effectiveness of the Service Desk process


  • To ensure Service Desk telephone coverage is always available to provide telephone, remote and occasional desk side support to a high degree of customer satisfaction and to be agreed SLA’s and be accountable for the results.
  • Ensure all Incidents and Service Requests are successfully and accurately identified, categorized, prioritized, diagnosed and managed in the Service Desk IT Service Management Tool, whilst delivering excellent and clear communications of Incidents, Service Requests and IS&P service updates.
  • Take ownership of Incidents and Service Requests through to resolution, ensuring that Incidents and Service request which cannot be resolved at the Service Desk are escalated to the correct resolver teams and proactively managed and to confirm resolution, satisfaction and acceptance. Ensure that workload is evenly distributed amongst team members
  • Contribute towards the maintenance and upkeep of the ED&F Man knowledge base for documented process, routine tasks and incident resolutions.
  • Actively promote the Service Desk in all forms of interaction, including representing the team in customer service reviews.
  • Support the Problem Management function in the root cause analysis of incidents.
  • Comply at all times with relevant security, privacy and data protection standards.
  • Demonstrate how ED&F Man services supports the business and its objectives.

Skills & Qualifications

  • Educated to GCSE standard or an equivalent combination of relevant skills and experience
  • Microsoft Cerification
  • ITIL Foundation certificate
  • Used to working with SLAs and ensuring issues are resolved within SLA or escalated
  • Good communication skills. Must be able to communicate at both a non-IT (customer) level, and a technical level.
  • Able to work shifts Monday to Friday between 8am and 6pm


  • Experience of working in an IT Service Desk function in an organization of comparable size and complexity
  • Experience with ServiceNow IT Service Management Tool
  • Experience of performing a customer-facing role responsible for delivering high quality and time-critical service(s)
  • Experience of working to, and consistently meeting, Service Level Agreements and targets
  • Understanding of and experience of using ITIL processes for Incident and Problem management
  • Fluent in Spanish

Who We Are

Established in 1783, ED&F Man is an employee-owned agricultural commodities merchant with 7,000 people in 60 countries and annual revenue in excess of $10bn.  We trade sugar, coffee, molasses, animal feed, grains and pulses. We help our counterparties manage price risk through hedging and provide access to commodity and capital markets through our brokerage business.

We source, store, process, ship and distribute agricultural products including sugar, coffee, molasses, animal feed, grains and pulses. Each year we trade 11m bags of coffee, 11m tonnes of sugar and 6m tonnes of animal feed. We work closely with our customers and suppliers and help our counterparties manage price risk through hedging.

Essential Behaviours

Here at ED&F Man we are guided by our five company values: Respect, Integrity, Meritocracy, Client Focus and Entrepreneurship.

Our values are underpinned by a set of essential behaviours, which form part of our performance management approach.  Delivering on our objectives is very much about ‘what’ we do, but these essential behaviours also provide a guide and measure for ‘how’ we do things.

As part of the annual performance review, all employees are measured either against a set of five Leadership Essentials if you are a people manager or four Performance Essentials if you are an individual contributor.


1. Drives Innovation
2. Leads People
3. Delivers Results
4. Collaborates
5. Manages Resources


1. Drives Innovation
2. Leads People
3. Delivers Results
4. Collaborates

Equal Opportunities Statement

ED&F Man is committed to promoting equal opportunities in employment.  All qualified applicants will receive equal treatment without regard to race, colour, sex, gender, age, religion or belief, ethnic or national origin, marital or civil partner status, physical or mental disability, military or veteran status, sexual orientation, gender reassignment (identity, gender expression), genetic information or any characteristic protected by local law.  

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3 London Bridge Street, London, United Kingdom, SE1 9SG
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