Service Desk Analyst (Maternity Contract)

at  Diligent Corporation

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.
Learn more at diligent.com.

POSITION OVERVIEW:

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.

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
• ITIL Certification a plus

• 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 and 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