Service Desk Analyst

2 days ago

Galway, Ireland Tbwa ChiatDay Inc Full time

Service Desk Analyst (Maternity Contract)

Galway, Ireland

About Us

Diligent is the global leader in modern governance, providing SaaS solutions across governance, risk, compliance, audit and ESG. Empowering more than 1 million users and 700,000 board members and leaders with a holistic view of their organization’s GRC practices so they can make better decisions, faster. No matter the challenge.

At Diligent, you are an agent of positive change. You are joining a team of passionate, smart, creative people who not only want to help build the software company of the future, but who want to make the world a more sustainable, equitable and better place. Be a part of a global community on a mission to make a real impact.

This position is part of the BTS Department and has primary responsibility for supporting office desktop and video conference operations in global Diligent offices. Under guidance from the Service Desk Team Lead, the incumbent in this position will be responsible for planning, implementing, and maintaining desktop infrastructure within Diligent’s day-to-day business operations. The role is responsible for overall customer satisfaction as it relates to IT support and requires influence within other IT areas. The candidate will manage the performance of Level 1 and 2 services & support to internal clients and ensure that service levels are achieved.

This position requires strong analytical, communication, and customer service skills and demonstrated drive and willingness to move up within the organization. We are looking for a highly motivated self-starter who can work independently and as part of a global team.

Key Responsibilities

- Provide IT support in person and via phone for the organization's employees, including setup and training.
- Identify, troubleshoot and solve problems that affect the desktops, laptops, tablets, and mobile devices across the firm.
- 24x7 on-call escalation is periodically required; additionally, projects may require after-hours and weekend support.
- Administer MS Office, MAC, and MS Windows desktop and laptop software.
- Perform administration tasks on Windows servers (using Active Directory) and cloud-based systems such as Office 365.
- Monitor and update problem ticket management system to meet or exceed BTS KPIs.

Required Experience/Skills

- 3+ years of experience in a Windows Enterprise Environment supporting Desktop, Mobile, and Wireless devices.
- Experience with and understanding of office technology, cloud systems, desktop support, networking, printers, etc.
- Proficient in PC operations, MS Office applications with strong Windows and Apple desktop support skills.
- Strong communication skills and ability to communicate at technical and business levels. Able to communicate and present situations/status to senior management.
- Experience relaying sensitive information to appropriate parties. Keeps clients, superiors, and peers updated based on their information needs.
- Excellent multi-tasking skills. Prioritizes and performs a variety of concurrent tasks with minimal direction.
- Degree in Computer Science/Engineering/Information Technology preferred.

What Diligent Offers You

- Creativity is ingrained in our culture. We are innovative collaborators by nature. We thrive in exploring how things can be different both in our internal processes and to help our clients.
- We care about our people. Diligent offers a flexible work environment, global days of service, comprehensive health benefits, meeting-free days, generous time off policy, and wellness programs to name a few.
- We have teams all over the world. We may be headquartered in New York City, but we have office hubs in Washington D.C., Vancouver, London, Galway, Budapest, Munich, Bengaluru, Singapore, and Sydney.
- Diversity is important to us. Growing, maintaining, and promoting a diverse team is a top priority for us. We foster and encourage diversity through our Employee Resource Groups and provide access to resources and education to support the education of our team, facilitate dialogue, and foster understanding.

Diligent created the modern governance movement. Our world-changing idea is to empower leaders with the technology, insights, and connections they need to drive greater impact and accountability – to lead with purpose. Our employees are passionate, smart, and creative people who not only want to help build the software company of the future, but who want to make the world a more sustainable, equitable and better place.

We are a drug-free workplace. Diligent is proud to be an equal opportunity employer. We do not discriminate based on race, color, religious creed, sex, national origin, ancestry, citizenship status, pregnancy, childbirth, physical disability, mental disability, age, military status, protected veteran status, marital status, registered domestic partner or civil union status, gender (including sex stereotyping and gender identity or expression), medical condition (including, but not limited to, cancer-related or HIV/AIDS related), genetic information, or sexual orientation in accordance with applicable federal, state and local laws. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. We are committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures.

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