Meltwater Group Looking for Information Technology (IT) Service Desk Analyst at Remote Full Time

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 shift with a 24×7 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 improve 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/Off boarding processes (preferred)

Knowledge of the ITIL Framework (preferred)

Experience supporting Telephony Systems and IM systems (preferred)

Benefits of working at Meltwater

Employee equity plan

Day off on your birthday

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