Service Desk Analyst (Commerce)

Who We Are:

At VML, we are a beacon of innovation and growth in an ever-evolving world. Our heritage is built upon a century of combined expertise, where creativity meets technology, and diverse perspectives ignite inspiration. With the merger of VMLY&R and Wunderman Thompson, we have forged a new path as a growth partner that is part creative agency, part consultancy, and part technology powerhouse. 

Our global family now encompasses over 30,000 employees across 150+ offices in 64 markets, each contributing to a culture that values connection, belonging, and the power of differences.  Our expertise spans the entire customer journey, offering deep insights in communications, commerce, consultancy, CRM, CX, data, production, and technology. We deliver end-to-end solutions that result in revolutionary work. 

Service Desk Analyst required to join our Service Desk team here at VML Enterprise Solutions

The opportunity:

The VML ES Service Desk Team delivers exceptional IT support and service management solutions to our staff and clients. Our collaborative approach and commitment to excellence ensure comprehensive, efficient, and proactive service delivery that consistently exceeds expectations.

What you’ll be doing:

Provide ticket triage, SLA monitoring, reporting, ticket management, and support to Service Delivery Managers and Support Teams. Effectively prioritise workload while adapting to rapidly changing demands.

Responsibilities: 

• Perform initial ticket triage and routing
• Manage ticket allocation to Central Operations and Service Operations teams
• Monitor and maintain SLA/KPI compliance across Service Operations
• Analyse and address recurring issues through proactive problem management
• Implement and manage new Service Desks for department clients
• Build and maintain strong relationships with Technicians, SDMs, and Service Operations teams
• Monitor and optimise Central Operations team workload
• Generate and distribute reports for Service Operations department, including board-level reporting
• Collaborate with Service Desk Manager to ensure service excellence
• Maintain Jira Service Desk instances, including:
• Automation rules
• User access management
• JQL filters for reporting
• Create and maintain live Jira dashboards for operational visibility
• Provide SDM coverage for Central Operations accounts
• Review and manage ticket statuses, including third-party dependencies
• Lead review meetings with support teams and management
• Manage the lifecycle of Incidents, Service Requests, and Problem tickets
• Process ticket assignments, updates, and resolutions
• Ensure proper linking between Incidents, Service Requests, Problem, and Change tickets
• Coordinate external customer onboarding
• Process and manage third-party access requests

What we want from you:

• Proven experience in incident management processes
• Knowledge of ITIL frameworks
• Ability to work independently and collaboratively within cross-functional teams
• Strong multitasking capabilities with proven ability to manage concurrent tasks
• Experience with ITSM tools, including Jira, Jira Service Management, ServiceNow, and Azure DevOps
• Proficiency in JQL (Jira Query Language)
• Experience with Confluence
• Proficiency in Microsoft Office Suite
• Excellent written and verbal communication skills

What we can offer you:

Alongside the opportunity to work with some of the most exciting brands around the world, we’ll also prioritise your career development and help you grow your skills. We’ll empower you to make a difference, allow you to be yourself, and respect who you are.

We offer a great benefits package including social events, training opportunities, medical and dental insurance, life assurance, meal cards and much more.

Our personality and behaviours: We believe that we are what we do, not just what we say. Our shared values and behaviours show how to bring the VML Enterprise Solution's culture to life through the actions we all take every day:

• Connect Meaningfully
• Inspire Creatively
• Include Purposefully
• Approach Positively

Our brilliant, talented people are what makes VML Enterprise Solutions what we are. That’s why we look for people who go beyond and always push our thinking to be better than yesterday.

AT VML Enterprise Solutions

Our Enterprise Solutions division houses strategic consultants, creative and technical architects and skilled developers and operators that together help some of the world’s leading organisations to deliver outstanding digital experiences across all major routes to market worldwide: marketplaces, online retailers, D2C, B2B and social platforms. With over 4,200 experts in 55 operational centres across 34 countries, our capabilities span the entire buying journey from customer acquisition, through engagement, to conversion and loyalty, driving multi-channel growth for world-leading brands.

We work with some of the most exciting brands such as The Coca-Cola Company, EY, Bosch, Unilever, Ford, DFS, Mercedes-Benz, Johnson & Johnson, Nestlé, Sainsbury’s, Selfridges, Shell and Tiffany & Co. We’ve built over 500 platforms for brands and retailers and generate in excess of $29bn annually for our clients and work with over 50 strategic partners including Adobe, SAP, Salesforce, HCL, Shopify, Sitecore, BigCommerce, commerce tools and Acquia. Our reputation is based on our people, and we believe we have some of the best in the business.

As our business grows internationally, we’re looking for new people to join us on our journey to inspire and take a key role in shaping some of the best commerce solutions, services, and websites in the world. Working as a team, no problem is insurmountable; we share in our client’s successes and believe that anyone can show creative bravery no matter what their role is in the team.

In our Lisbon or Porto office, you’ll join a team of other specialists who are always ready to help each other. The team is part of our Enterprise Solutions network and works in coordination with our Local and EMEA client leads.

At VML, we are committed to fostering an all-inclusive work environment that is both rewarding and career-forward. Our Inclusion, Equity & Belonging initiatives, alongside the VML Foundation, reflect our dedication to giving back and making a positive impact in our communities and beyond. Our people are the heartbeat of our organization—creators, doers, innovators, makers, and thinkers—who drive not just marketing, but meaningful experiences that resonate in every action and interaction. 

VML is a WPP Agency. For more information, please visit our website, and follow VML on our social channels via Instagram, LinkedIn, and X. 

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