Service Desk Analyst

Global Investment Firm #051


• Ensure that all incidents are accurately recorded, assigned, and managed using
the ServiceNow
• Ensure that requests from end users via either in-person or remote (telephone or
email) are dealt with in a professional and courteous manner and resolved upon
first contact where possible
• Support will include locally based users as well as remote users globally
• Ensure that video and audio conference setup and configuration are managed
and prioritized as part of daily operations
• Support all LAN network functions and work with Infrastructure team to support
changes related to all office connectivity requirements. Network switching and
routing knowledge is a plus
• Support and troubleshooting of wireless access and connectivity
• Support and troubleshooting of iPhone, iPad, Android, and other tablet devices
• Comms Room Tasks – Port configuration and troubleshooting; understanding of
how firewall rules impact connectivity; wiring comms room equipment;
understanding of how UPS and AC’s works
• Managing and scheduling local vendors for comms room equipment maintenance
and support
• Office power-downs and powerups for building maintenance
• Support all desktop related operations, including the installation of software
packages and administration of OS
• Conduct in-person and remote support as needed to ensure technology across
firm is operational
• Support Infrastructure team with upgrades and various deployments that are
required to support the office
• Perform all telephony / voice administration and services to support office
• Administration and support of Microsoft technologies as it relates to Operating
System, Intune MDM, SharePoint, and network services
• Perform all monitoring of technology services and escalate any issues identified.
Assist Infrastructure team as needed to help remediate any problems within the
• Conduct end-to-end service ensuring that there is follow-up until resolution of
incidents. Conduct IT-Walkthroughs to ensure that non-reported incidents are
• Maintain a high degree of customer service for all support queries and adhere to
all service management principles
• Escalate issues to appropriate subject-matter experts in accordance with servicelevel agreements, and follow up on incidents when appropriate
• Build relationships with subject-matter experts to ensure that IT-delivered
services and end-user productivity goals are understood and met or exceeded
• Be available on weekends and off-hours for occasional office and system


• Take ownership of user problems and follow up on the status of problems on
behalf of the user and communicate progress in a timely manner
• Conduct inductions and in-house training for Microsoft Office applications such as
Word, Excel, Outlook, and PowerPoint
• Provide statistics for weekly Service Desk reports including trend analysis
• Produce support documentation and short videos/animations to assist staff with
requests for information and provide training if required. Document and manage
knowledge base articles
• Create and manage user accounts, groups, and distribution lists, and perform
password resets
• Comms room equipment
• User on-boarding and off-boarding
Additional Responsibilities:
• Priority is to deal with support tickets but also to work on assigned projects and
• Perform duties that may be assigned from time to time including report
preparation, presentations, training, and KPI reports
• Responsibilities sometimes require working evening and weekends with short

Preferred Qualifications

• ServiceNow experience or certification
• Service Desk Institute Analyst certification
• Microsoft certification
o Windows 7/10 and other MS technologies
• Practical VMWare (vSphere and/or Horizon View) experience
• Comp TIA A+
• ITIL certification is a plus
• Previous Service Desk experience
• Cisco telephony, AV and video conferencing skills, Teams/WebEx/Zoom
• MS, Cisco, VMware technical training and/or certifications are a plus

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