Multimedia Service Desk Analyst - Drive Collaboration Uptime

JPMorganChase; Dublin; On-site; EUR 50,000 - 70,000; Full time

Job summary

J.P. Morgan is seeking a Multimedia Service Desk Analyst to support and optimize multimedia and collaboration platforms across the Workplace Services Operations.

You will work with internal teams, vendors, and stakeholders to ensure service alignment with global standards and drive continuous improvement. You will handle incident management, runbooks, documentation, and performance reporting while contributing to secure and reliable multimedia environments and helping the organization scale its

Qualifications

• Experience supporting multimedia, AV, conferencing, or collaboration technology environments.
• Strong analytical skills with experience producing operational reporting and translating data into insights.
• Knowledge of incident management workflows and escalation coordination.
• Excellent documentation and stakeholder management abilities.
• 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

Multimedia support

Incident management

Documentation

Stakeholder management

Operational reporting

Automation awareness

Tools

Automation tools

AI-enabled ops

Job description

J.P. Morgan is seeking a Multimedia Service Desk Analyst to support and optimize multimedia and collaboration platforms across the Workplace Services Operations.

You will work with internal teams, vendors, and stakeholders to ensure service alignment with global standards and drive continuous improvement. You will handle incident management, runbooks, documentation, and performance reporting while contributing to secure and reliable multimedia environments and helping the organization scale its