Global Service Desk Analyst Level I
Core
First-line IT support analyst serving as the primary contact for internal users to resolve day-to-day technical issues and maintain reliable support workflows.
Role type
Level I Service Desk Analyst
Builds
Reliable IT support experience and user satisfaction for a global capital markets firm
Domain
IT Service Management / Enterprise IT Support
Deliverable
client delivery
Required skills
Windows troubleshooting, macOS troubleshooting, Microsoft 365 administration, Jira Service Management, ticket triage, password reset, MFA unlock, user account updates, remote desktop support, VPN support, audio/video conferencing support
Preferred skills
Endpoint management tools, device provisioning tools, technical documentation, AI-enabled support tools
Responsibilities
Act as first point of contact via portal, tickets, chat, and telephone; triage and prioritize tickets; fulfill standard requests end-to-end; provide first-line support for OS, M365, and collaboration tools; document issues and update knowledge bases
Seniority
Junior, hands-on IC