Job Description



The Global IT Service Desk Analyst will be the primary point of contact for internal technology support, handling incidents and service requests via phone, email, and Microsoft Teams. You will troubleshoot remotely, manage tickets in our Service Desk system, and collaborate with senior teams to ensure timely resolution while maintaining high customer-service standards in a fast-paced financial services environment.




Responsibilities

• Serve as the first point of contact for IT support across phone, email, and MS Teams, aiming for first-contact resolution.


• Log, track, and manage tickets with detailed descriptions in the Service Desk ticketing system.


• Perform remote troubleshooting and guide end users through structured problem-solving steps.


• Administer Active Directory tasks: create, unlock, enable/disable accounts, and modify group memberships.


• Configure shared drive mappings, Microsoft 365 groups, and distribution lists.


• Manage Multi-Factor Authentication for remote access, Microsoft 365, and Oracle applications.


• Maintain clear work queues and resolve tickets within agreed SLA timeframes.


• Document recurring issues and create how-to guides for the knowledge base.


• Participate in shift rotations or on-call coverage to support global time zones.


• Assist with onboarding/offboarding, including hardware provisioning and account lifecycle management.

Qualifications

• Proficiency in Active Directory user and group management.


• Strong working knowledge of Microsoft 365 (Outlook, Teams, SharePoint).


• Excellent written and verbal communication skills in English.


• Strong analytical and problem-solving abilities with high attention to detail.


• Ability to work effectively under pressure in a fast-paced environment.


• 1+ year of experience in a helpdesk or IT support role (preferred).


• Familiarity with ITSM tools such as ServiceNow or Jira Service Management (preferred).


• Basic understanding of networking concepts (DNS, VPN, DHCP) (preferred).


• Relevant certification (CompTIA A+, ITIL Foundation, or equivalent) (nice to have).


• Experience supporting remote users across multiple time zones (nice to have).

Compensation Expectations: $55,000 - $60,000 Base Salary



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