Ambitious Multimedia Service Desk Analyst - Elevate Ops

JPMorgan Chase & Co.; Dublin; On-site; EUR 38,000 - 52,000; Full time

Job summary

JPMorgan Chase & Co. is seeking a Multimedia Service Desk Analyst to support multimedia and collaboration platforms within Workplace Services Operations.

You will partner with internal teams, vendors, and stakeholders to ensure service alignment with global standards and drive improvements in user experience. You will handle operational support, performance analytics, incident management, documentation, and stakeholder coordination to maintain a reliable multimedia environment while contributing

Qualifications

• Experience supporting operations, service delivery, or technology support within multimedia, AV, conferencing, or collaboration environments.
• Strong analytical skills with experience producing operational reporting and translating data into actionable insights.
• Working knowledge of incident management and troubleshooting workflows, including escalation coordination.
• Strong documentation skills with attention to detail and process discipline.
• Effective communication and stakeholder management across teams and vendors.
• Familiarity with risk, controls, compliance, and audit support processes.

Responsibilities

• Support day-to-day operations for multimedia and collaboration platforms, including incident triage, troubleshooting, maintenance coordination, and escalation tracking.
• Monitor user experience indicators, document service issues, and coordinate timely resolutions to ensure a seamless end-user experience.
• Maintain and improve operational runbooks, knowledge articles, and standard operating procedures to increase consistency and reduce recurring issues.
• Monitor operational performance, conduct system health checks, and identify trends and anomalies in service continuity and incident volumes.
• Produce status reports, dashboards, and performance summaries for leadership and stakeholders.
• Track and analyze service KPIs and SLAs, providing insights and recommendations to improve reliability and user satisfaction.
• Support vendor performance management by tracking SLA adherence, logging issues, and escalating concerns as needed.
• Coordinate with product teams, IT, and business stakeholders to support rollouts, enhancements, and operational readiness.
• Participate in operational forums to share insights, service learnings, and best practices.
• Support risk and controls activities by maintaining documentation and ensuring process adherence to global policies.
• Assist with audit readiness by organizing artifacts and tracking remediation actions.

Skills

Operations support

Analytical reporting

Incident management

Documentation skills

Stakeholder management

Risk & controls

Job description

JPMorgan Chase & Co. is seeking a Multimedia Service Desk Analyst to support multimedia and collaboration platforms within Workplace Services Operations.

You will partner with internal teams, vendors, and stakeholders to ensure service alignment with global standards and drive improvements in user experience. You will handle operational support, performance analytics, incident management, documentation, and stakeholder coordination to maintain a reliable multimedia environment while contributing