IT Service Desk Analyst

The Employee Technology Support (ETS) team is seeking a Service Desk Analyst to deliver high quality 1st line support across Windows, Mac OS, desktops, laptops and mobile devices. You will partner with Service Specialists, Desktop Technicians and Mobile teams as the primary point of contact for all internal technical requests and incidents.

To deliver excellent employee centred technology support that improves how people work, through responsive service, trusted collaboration, and continuous improvement.

• Provide 1st line support to all global employees for technical service requests via SDSK, ADSK, and Phone
• Deliver support that prioritises employee productivity and experience
• Follow globally defined ETS workflows for incidents, requests, problems, and changes, ensuring consistent and reliable service delivery
• Use dashboards and internal tools to prioritise and manage workload
• Drive first time resolution and high quality ticket handling
• Identify automation and efficiency opportunities
• Contribute to and use the knowledge base; identify gaps and partner with Knowledge Management team
• Effectively utilise access and support across AD, SCCM, Citrix, Paper Cut, Stream Line, Systrack, vSphere, O365, Webex, Zoom, MS Teams, Intune, Azure, Cyber Ark, Fore Scout, ITLocate, JAMF, CUCM, ChatGPT, Gemini, CoPilot and related systems
• Partner with the L2, Continuous Improvement and Product teams to drive service improvements

• Passion for technology and enhancing the employee experience
• Strong problem solving and time management skills
• Ability to work in a fast-paced global environment
• Regional project execution
• Focus on ownership, transparency and consistently doing what is right for our employees, team, and the business
• Clear and effective communication skills
• Root cause analysis – “Chase the why”

• Degree in Computer Science, Networking, IT Security or a similar field or similar industry experience
• Knowledge of Cisco, Slack, JIRA, Miro and AV support
• Familiarity with Python, Power Shell, or other scripting languages
• ITIL v4 Foundation
• CompTIA A+

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