IT Service Desk Analyst - Tier 2

Description

What You'll Do:

• Work within a 24-hour shift pattern, rotating 8-hour shifts as part of a 24x7 team, to deliver Tier 1 IT support.
• Perform ticket triage, initiate troubleshooting, and ensure appropriate routing with the requisite urgency and categorization.
• Ensure completion of assigned tasks within Service Level Agreements (SLAs).
• Timely escalation of tickets when necessary.
• Communicate initial ticket expectations to employees.
• Contribute to the onboarding and offboarding processes for employees and contractors.
• Manage the internal Employee Transfer Process for our systems.
• Handle administration of Email and Active Directory.
• Oversee the shipping and return of available assets from stock.
• Track all work and maintain comprehensive records of actions performed.
• Document resolutions and update Knowledge bases with approval of Tier 1 manager.
• Actively participate in all service desk activities with a focus on continuous service improvement.
• Provide exceptional customer service to employees.

What You'll Bring:

• Minimum of 2 years of hands-on experience in IT troubleshooting and customer support.
  Proven ability to efficiently manage and prioritize large ticket volumes.
• Demonstrated excellence in problem-solving and analytical skills.
• Proficiency in conducting thorough research and troubleshooting techniques.
• Swift responsiveness and adeptness at multitasking effectively.
• Strong commitment to delivering exceptional customer service.
• Collaborative mindset, thriving as a valued team player.
• Practical experience with both Windows and Mac OS environments.
• Competence in Active Directory operations, including user management.
• Familiarity with Microsoft applications, particularly O365, Exchange, and cloud platforms like Adobe/Google.
• Proficiency in Microsoft Word, Excel, and PowerPoint.
• Basic understanding of network and VPN troubleshooting principles.
• Experience utilizing Service Desk Ticketing Systems.
• Exposure to Intune and Jamf MDM environments.
• Knowledge of the Azure platform.
• Preferred experience with On/Offboarding processes and familiarity with the ITIL Framework.
• Preferred experience supporting Telephony Systems and IM systems.
• Excellent written and verbal communication skills in [Language] and English.
• Willingness to embrace the best of both worlds with our hybrid work schedule. This role requires you to be in the office 3 days a week.
• The ability to legally work in the country of hire is required for this position.

What We Offer:

• Enjoy flexible paid time off options for enhanced work-life balance.
• Comprehensive health insurance tailored for you, complete with an annual health check.
• Special discount on selected restaurants/shops through our food delivery partner.
• Employee assistance programs cover mental health, legal, financial, wellness, and behavior areas to ensure your overall well-being.
• Complimentary CalmApp subscription for you and your loved ones, because mental wellness matters.
• Energetic work environment with a hybrid work style, providing the balance you need.
• Benefit from our family leave program, which grows with your tenure at Meltwater.
• Thrive within our inclusive community and seize ongoing professional development opportunities to elevate your career.