IT Help Desk Analyst

About the Company

Responsibilities

• ● Receive, log, triage, and resolve incidents and service requests submitted via Slack, Email, and ServiceNow.
• ● Provide Level 1 and Level 2 support for operating systems (macOS Tahoe, Windows 11, Linux), productivity suites (Microsoft 365, Google Workspace), collaboration tools (Teams, Zoom, Slack) and business applications.
• ● Diagnose and resolve hardware faults on desktops, laptops, monitors, printers, and peripherals.
• ● Manage and update tickets throughout their lifecycle in ServiceNow, ensuring accurate documentation of troubleshooting steps, resolution notes, and time tracking.
• ● Escalate complex or unresolved issues to Level 3 support or specialist teams with full documentation.
• ● Meet or exceed defined SLA targets for response and resolution times.
• ● Manage the full lifecycle of IT assets including procurement intake, configuration, deployment, tracking and retirement.
• ● Maintain accurate records in the IT Asset Management (ITAM) system for laptops, monitors, accessories and peripherals.
• ● Conduct periodic asset audits to verify inventory accuracy and flag discrepancies.
• ● Prepare and configure new-hire equipment (laptop imaging, software provisioning, account setup) across macOS, Windows, and Linux environments.
• ● Coordinate timely collection and secure disposal or reallocation of assets from departing employees.
• ● Manage stock levels for consumables and accessories (cables, docking stations, keyboard/mouse sets) and raise replenishment requests as needed.
• ● Maintain and support AV and IT equipment in all meeting and collaboration rooms (display screens, video conferencing systems, room booking panels, speakerphones, HDMI/USB-C connections).
• ● Conduct routine checks to ensure all meeting rooms are fully operational at the start of each business day.
• ● Troubleshoot and resolve meeting room technology issues promptly to minimise disruption to scheduled meetings.
• ● Coordinate with facilities and vendors for hardware repairs, warranty replacements, or upgrades.
• ● Create and maintain user guides for meeting room equipment.
• ● Partner with the events team and internal stakeholders to plan and deliver IT and AV support for company events including Town Halls, All-Hands meetings, off-sites, and external events.
• ● Set up, test, and operate AV equipment including projectors, large-format displays, microphones, live-streaming platforms.

Requirements

• ● Work with greater autonomy than an entry-level analyst.
• ● Take ownership of moderately complex issues.
• ● Contribute to knowledge-base development and process improvement.
• ● Strong verbal and written communication skills.
• ● Fluency in English.