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