Global Service Desk Analyst Level I

Description

The company provides a data network and intelligence architecture for capital markets, turning fragmented data, operations and workflows into decision-grade intelligence. Its clients include large institutional investors, asset managers and service providers, and the platform supports more than US$ 75 trillion in AUM each year.

This is an entry-level role on the Global Service Desk, where you are the first person colleagues contact across the company's worldwide user base. You will fix everyday IT problems, keep users updated, and help keep support reliable and responsive while building wide technical skills in modern workplace tools.

Responsibilities

• Take the first call on internal IT requests across the Jira Service Management portal, tickets, chat and phone.
• Sort, label and rank incoming tickets correctly, keep clear records, and either close each request or pass it on within the agreed service levels.
• Complete routine requests from start to finish by following documented steps, such as password resets, MFA unlocks, access grants and account changes.
• Give first-line help on Windows, macOS, Microsoft 365, Teams, SharePoint, OneDrive, VPN, printers and audio and video conferencing.

Requirements

• A bachelor's degree in IT, computer science or a related field, or equivalent hands-on experience.
• Up to two years in IT support, service desk, desktop support or a similar role.
• Practical experience fixing Windows and macOS problems, with basic knowledge of networking and remote desktop tools.
• Basic Microsoft 365 administration skills across Exchange, Teams, SharePoint, Intune and Entra ID.
• Experience with Jira Service Management or a comparable ticketing system, including queues, request types, SLAs and workflows.
• Clear written and spoken communication, with the ability to explain technical problems to people without a technical background.
• A patient, customer-first attitude, careful attention to detail, accurate notes, and a willingness to follow set procedures and shift patterns.
• Nice to have: familiarity with Intune, SCCM, Microsoft Defender or other endpoint management and security tools.
• Nice to have: exposure to Autopilot, Patch My PC, PDQ or similar provisioning and software deployment tools.
• Nice to have: experience with Confluence, maintaining a knowledge base or writing technical documentation.
• Nice to have: awareness of AI-enabled support tools such as Copilot, AI-assisted triage, ticket summaries and knowledge-base drafting.
• Nice to have: the ability to apply knowledge articles consistently, spot gaps, and write or update guidance for recurring issues, while keeping customers informed throughout each ticket.

Conditions

Only shortlisted candidates will be contacted for interviews.

The company is committed to diversity and inclusion in hiring, retention, progression and training, regardless of background or circumstances.

Full job listings are available on the company's careers page.