Information Technology (IT) Service Desk Analyst

Description

As the “front line” of Meltwater IT’s Service Desk, the ITSDA Tier 1 team members will be responsible for immediate ticket triage, categorization, urgency clarification, and routing. Onboarding and offboarding duties, asset management and some ticket troubleshooting are also part of this role. **

Key Responsibilities:**

• Work in a 24-hour shift pattern (rotating 8-hour shifts with a 24x7 team) to provide Tier 1 IT support
• Triage tickets, initiate troubleshooting and ultimately route them with the appropriate urgency and categorization as required.
• Responsible for ensuring assigned tasks are completed within Service Level Agreements (SLA)
• Escalate tickets as and when required in a timely manner
• Communicate initial ticket expectations to employees.
• Contribute to the on and off-board process for employees and contractors.
• Manage the Employee Transfer Process internally for our systems
• Administration of Email and Active Directory
• Manage shipping and return of available assets from stock
• Track all work and document records of action performed
• Document resolutions and update Knowledge bases with approval of Tier 1 manager
• Participate in all service desk activities with a view to continuously improving service
• Provide high-level customer service to employees

Skills & Technology Experience Required:

• Minimum 1 year experience in an IT troubleshooting, customer-facing role
• Ability to effectively manage large ticket volumes
• Excellent problem-solving and analytical skills
• Strong research and troubleshooting techniques
• Respond promptly and multitask effectively
• Strong customer service ethics
• Be a Team Player
• Windows and Mac OS experience
• Active Directory Experience (create, move & delete users)
• Experience in Microsoft applications including O365, Exchange
• Experience with Cloud apps such as Adobe/Google
• Knowledge of Microsoft Word, Excel, and PowerPoint
• Basic Network/VPN troubleshooting experience
• Experience with Service Desk Ticketing Systems
• Exposure to Intune and Jamf MDM environments
• Exposure to the Azure platform
• Previous experience with On/Offboarding processes (preferred)
• Knowledge of the ITIL Framework (preferred)
• Experience supporting Telephony Systems and IM systems (preferred)

Benefits Of Working At Meltwater

• Flexible Paid Time Off
• Maternity and paternity allowances
• Wellness allowance
• Internet allowance
• Brilliant team dynamic
• Constant technical and soft skills training and development
• Open door policy from the management team