IT Service Desk Analyst

Description & Requirements

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.

Mission

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

What You'll Do

• Provide 1st line support to all global employees for technical service requests via SDSK, ADSK, and Phone
• Deliver support that prioritizes employee productivity and experience
• Follow globally defined ETS workflows for incidents, requests, problems, and changes, ensuring consistent and reliable service delivery
• Ensure tickets meet ETS quality standards including accurate categorization and clear resolution documentation.
• Operate with awareness of service metrics including SLA adherence, CSAT, and First Time Fix.
• Actively participate in team huddles, training sessions, and feedback forums to improve service delivery and team capability.
• Use dashboards and internal tools to prioritize 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 utilize access and support across AD, SCCM, Citrix, PaperCut, StreamLine, Systrack, vSphere, O365, Webex, Zoom, MS Teams, Intune, Azure, CyberArk, ForeScout, ITLocate, JAMF, CUCM and related systems
• Partner with the L2 and Continuous Improvement teams to drive service improvements

You'll Need:

• 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”

We’d Love to See:

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